Manager, Technical Engineering

Location : Remote

Job Type : Internal Direct

Hours : Full Time

Travel : No

Relocation : No

Job Industry : Computer Software

Job Description :

The Manager of the Technical Engineering position is responsible for day-to-day operational management and oversight of the Technical Engineering team. The Manager is also responsible to ensure high customer satisfaction, achievement of department financial targets, and oversight/supervision of their respective team, serving both as a resource and escalation point at various times. This position focuses on utilizing superior-level technical and project management skills to work independently and on teams to oversee the implementation of cost-effective configuration, installation, and upgrade of servers and peripheral devices that run and support MEDHOST solutions to meet Customer technical needs according to MEDHOST best practices and Customer design plan.

Primary Responsibilities:
• Provides leadership and accessibility to support their associates with escalated issues, as well as serves as an escalation point for Customers
• Assists the PMO with coordinating resource workload, scheduling, and standardized project tasks
• Ensures each team member is adequately trained to complete assigned tasks
• Mentors department associates to ensure a high level of job performance
• Works with leadership team on associate performance, including performance review and evaluation input
• Participates in interviewing and hiring prospective candidates for both the Enterprise and Departmental Technical Engineers
• Creates and provides sales quotes and statements of work to MEDHOST Sales team for MEDHOST technical service opportunities
• Works with leadership, Sales, and PMO associates and leadership teams to plan and scope out work for custom projects
• Communicates project updates to leadership and/or PMO team as needed
• Analyzes project issues to identify permanent fixes/solutions, focuses on enhancing user training needs, and develops ideas to eliminate business interruptions
• Works with the technical team to refresh current knowledge base documents as technology changes as well as creates new documents as issues arise that do not have an existing Knowledge Base entry

Technical and Project Management Responsibilities:
• Conducts initiation and planning activity that appropriately scopes the project’s technical vision, goals, and requirements
• Conducts technical and business analysis for requirements and infrastructure
• Primary resource for participation in high level architectural initiatives that involve technical and non-technical teams
• Appropriately involves project stakeholders and decision makers, documenting and publishing results of this activity
• Provides quality assurance testing of components or deliverables for product installation, testing, and configuration
• Works directly with Customers and assigned employee’s during the installation and configuration of servers and peripheral devices
• Oversees and/or performs hardware and software upgrades as needed
• Educates and trains the Customer on server/hardware maintenance as part of the implementation process
• Serves as the escalated technical point of contact for both financial and clinical Customer resources involved in Technical Implementation Services
• Conducts technical research to support testing and quality assurance
• Identifies and mitigates technical risk through effective planning and development of corrective action strategies.
• Escalates issues or risks results via a fully developed corrective action strategy with an emphasis on resolution that results in no negative impact to project timelines, quality, and cost
• Adheres to the highest quality processes for change control management, ensuring appropriate documentation and dissemination of information
• Works with other MEDHOST departments and with Customers to win our customer’s trust by resolving open issues in a timely manner
• Provides excellent internal and external customer service and support to team members and MEDHOST Technical Services Customers
• Documents issue resolution and procedural best practices and contributes to knowledge share
• Conducts project closure activity, documenting and publishing deliverables for technical configuration, lessons learned, and transition of the implementation to support
• Manages the relationship and expectations of the Customer for a mutually beneficial outcome
• Tracks, monitors, reports, and notifies project team of problems or changes in scope associated with a project.
• Distributes documentation and explains high level installation procedures to Customers and third-party vendors
• Monitors Customer satisfaction during implementation project
• Creates and communicates regular status reports as required
• Collaborates with Employees, Project Management, Product Development, and Customer Support departments to support Customer needs
• Proactively identifies and prevents potential obstacles to resolve issues that would impact project completion
• Assists our Development teams with testing and implementation of new products or functionality.
• Provides training to staff or team members
• Serves as an Escalation point of contact for team members, including standing in for the Department head if necessary
• All other duties and responsibilities as assigned

Administrative Duties:
• Works with team to maintain and update the Implementation Methodology and other department documentation
• Creates and maintains knowledge base articles
• Attends and participates in team and departmental meetings
• Accurately enters and submits time by the required deadlines
• Books travel in adherence to the company travel policy as well as insuring direct reports follow the same process
• Maintains documentation regarding Customer interaction
• Provides Pre and Post-Sales Support to MEDHOST Sales team for MEDHOST technical products
• Provide training in areas of expertise and support for training documents necessary to assist Customers as required
• Maintains in-depth knowledge of the MEDHOST core products
• Maintains application & industry knowledge through self-study and by attending training classes
• Responds to email and phone communications in a timely fashion
• All other duties and responsibilities as assigned

Required Qualifications :

Knowledge, Skills, and Abilities:
• Must be willing to travel up to 75%
• Ability to work nights and weekends as plans dictate
• Working knowledge of Windows at the application, OS, network, and interfacing technologies level
• Possess a profound understanding of Microsoft networking, database design and administration, and client/server architectures
• Required skills include IBM System i servers, Red Hat Linux, SSL Certificates, Windows Desktops, Windows Servers, Active Directory, Citrix/Terminal Servers, Virtualization, printer, scanner, and signature pad troubleshooting
• Have working knowledge of IBM processes and procedures including but not limited to basic principle of upgrades and maintenance of hardware, operating systems, LPAR’s, DB2, TCP/IP, storage support functions, Client Access, Operations Navigator, system saves, PTF's, user profiles, printers, and security
• Ability to perform typical server administration to include upgrades and maintenance of hardware, operating systems, DNS, TCP/IP, WINS, DHCP and storage support functions
• Preferred experience with application development
• Ability to think logically for interpreting, analyzing, and discussing end user needs to evaluate appropriate options and identify solutions
• Ability to work and communicate with Customers, third party system vendors, and other departments in an effective and positive manner
• A level of professionalism and diplomacy that will serve to build and maintain those relationships through the course of the implementation project and beyond
• Skills to develop relationships with Customers that will instill confidence in the implementation methodology and trust in the implementation teams that are assigned to those projects
• Excellent interpersonal skills that include the ability to effectively communicate verbally and in writing. This includes addressing Customers and co-workers in a non-technical manner as needed
• Strong ability to organize, prioritize, make decisions and work independently
• Strong penchant for creating written documentation to support decisions
• Resourcefulness and ability to take the initiative in development and completion of work projects
• Must possess and have proven problem resolution skills
• Must be flexible and work with a high level of initiative
• Must be detail oriented, organized, and have the capacity to multi-task
• Ability to demonstrate supportive relationships with peers, Customers, partners, and corporate executives
• Ability to retain and protect confidential material
• Ability to work in a cross-functional environment

Training and Experience:
• Bachelors or Associates degree in Business, Information Science, Computer Science Software, or other relevant combination of training and experience
• 5 or more years of experience with IBM System i server in a production-quality distributed environment
• 5 or more years of experience in networks, client server architecture, TCP/IP, database administration
• Has a minimum of 5 years of IT experience with a background in technical implementations
• Deep knowledge and proven experience with LAN’s, WAN’s, VPN’s, and Network data communications
• Strong computer skills in all Microsoft Office applications (i.e., Word, Excel, PowerPoint, etc.)
• Experience project managing software implementations
• Experience training or teaching Customers to use software or technical product
• Strong knowledge of MEDHOST Enterprise and Departmental Software/applications preferred
• Working knowledge of Citrix, VMware and SQL Server preferred
• Hospital Operations and/or Healthcare IT experience desired
• Experience using MEDHOST systems applications desirable
• Experience with some or all the following is preferred: Server Sizing, IBM HMC, Security Controls, System Performance, Disaster Recovery, Server Migrations, LPAR, SAN connectivity, PTF’s management, application and system backups (BRMS)
• Red Hat Linux Certification preferred
• IBM Certification preferred
• MIMIX Certification preferred