AVP, IT Operations Center - 100% Remote, New York, NY

Created 09/17/2021
Reference 1108646
Job type Full Time
State NY
City New York
Reporting to the VP, Infrastructure and Operations, the AVP IT Operations Center is accountable for the Service Management, Technical Operations and End User Services product teams enabling world class IT Operations for Healthfirst. The AVP IT Operations Center owns the strategy, vision, and execution of IT Operations in the Enterprise.

The IT Operations Center is the foundation of Healthfirst support enabling IT services across Incident Management, Problem Management, CMDB, Disaster Recovery, ServiceNow, Monitoring, Monitoring Instrumentation, AI Ops, Service Recovery Management, Batch Operations, Application Administration, System (Server, Network, DBA) Administration,
Service Desk, Desktop Support, Executive Desktop Support, Conference Room Technologies, Campus Printers and Account Administration functions.

This leader contributes directly to the Infrastructure and Operations team strategy while influencing and impacting the overall IT strategy. The AVP leverages a leadership team of senior leaders, staff, and contractors. The AVP develops and cultivates relationships across the business. The AVP IT Operations Center leads an effort to design, enhance and deliver operational capabilities around running, monitoring, and supporting our platforms 24x7x365.

Healthfirst has embraced a Scaled Agile Methodology for planning and executing virtually all change initiatives, including Infrastructure and Support. The Agile approach favors leadership over command-and-control management. We use Agile planning methods to sequence work and manage dependencies and priorities. Finally, culture matters at Healthfirst. Ideal candidates are strong leaders that are continuous learners, not constrained by the way problems have been solved in the past. The AVP IT Operations Center creates an environment where team members can maximize their contribution and impact - and then to ensure that all that effort is optimally harnessed in an aligned way to serve our member.

Duties/Responsibilities

• Develop the IT Operations Center Strategy and partner with all levels of leadership on ways to improve the daily operations.

• Manage department specific/ assigned budgets in support of financial decisions, negotiate with vendors, identify cost savings opportunities and day-to-day expense management.

• Build a strong leadership team that fosters collaboration within the IT organization as a champion for the delivery of high-quality service.

• Evolve ITIL process, KPIs and tools to reduce MTTR and delight the customer.

• Instrument monitoring across the Enterprise to detect failures in systems and applications.

• Deliver daily batch operations and system operations that resolve most incidents within the IT Operations Center vs. escalation to partner teams.

• Enable the execution of daily IT Operations and the recovery of major incidents.

• Develop a leadership team of Directors and Senior Managers while managing the overall performance of staff.

Minimum Qualifications

• Demonstrated experience with IT Operations and technologies

• Technical depth across a broad range of technologies: Server, Network, DBA, Cloud, Desktop, etc.

• ITIL Foundation certification

• Strong Business Acumen and minimum of 15 years prior experience in IT, Computing, and/or Healthcare, Insurance related field

• 3-5 years of experience managing Director level and senior staff.

• H.S. diploma

Preferred Qualifications

• BA, BS in Computer Science, Information Management, Business or Healthcare related field.

• Agile experience

Please note: Since we care so greatly about our employees' and members' wellbeing, Healthfirst is moving to a fully vaccinated in-office environment. You must be vaccinated to work in our offices, even if you are partially remote. If you are selected to interview for this role, we will explain our vaccination policy and ensure you are comfortable moving forward with further interviews based on your work location.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to careers@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within Healthfirst Management Services will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with Healthfirst Management Services.

EEO Law Poster and Supplement

All hiring and recruitment at Healthfirst is transacted with a valid "@healthfirst.org" email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst. Healthfirst will never ask you for money during the recruitment or onboarding process.

Minimum Qualifications

• Demonstrated experience with IT Operations and technologies

• Technical depth across a broad range of technologies: Server, Network, DBA, Cloud, Desktop, etc.

• ITIL Foundation certification

• Strong Business Acumen and minimum of 15 years prior experience in IT, Computing, and/or Healthcare, Insurance related field

• 3-5 years of experience managing Director level and senior staff.

• H.S. diploma

Preferred Qualifications

• BA, BS in Computer Science, Information Management, Business or Healthcare related field.

• Agile experience
Employer Healthfirst Inc.

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