Manager of Software and Systems - Expert In Recruitment Solutions
Tampa, FL 33634
About the Job
Manager of Software and Systems (DevOps Platform Engineering)
6 Month Contract to hire must be able to convert FTE
REMOTE
Rate is WIDE OPEN
Looking for someone who has been a Manager/Technical Lead or even Architect with direct reports and who wants to move into a more senior role/ Someone that is currently in a senior role and wants a change. (Ideally needs/wants someone WHO IS ALREADY A LEAD/MANAGER)
- Should have a background in DevOps / Technical background/Hands on
- Technical Enough to know when to escalate thing
- Must be able to do code rev Reviews
- AWS/Azure
- Hardware/Device Support
- This person will be managing a team of 15-20
- Must have Medical Device background/Industry experience
- This person is expected to travel to customer sites in Canada 3-4 days out of the month Periodically. PAID BY CLIENT
Product Support and Delivery
- Hardware Support - Device side
- Implementation team - Software (standalone products)- PMs and tech people - work w customers on new products/upgrades
- Manager: Systems, Software, and Support
- Next Link Customer Support Teem - Standalone commercial plasma product- support for that - people management (20 people on that team)
- Will be a Lead on this team by EOY or beginning of next year
- DevOps Team - highly technical people - manage digital plasma- built on AWS - (manager needs to have technical/DevOps/AWS background)
- Next Link Customer Support Teem - Standalone commercial plasma product- support for that - people management (20 people on that team)
- Need to have awareness of when to escalate- know wat the tech people are doing
- Know when to escalate to R & D
- SDLC for med device companies
- Team Composition: The DevOps team consists of three members. The broader team includes analysts, L1, and L2 support, all reporting directly to this role.
- Integration and Collaboration: The DevOps team is integrated into R&D and works closely with Sales, Marketing, and Customer teams. You will be expected to build cross-functional relationships and handle escalations involving customers and the Director of IT.
- Customer Interaction: This role involves travel to customer sites for technical meetings and to support escalations. Effective communication with customers and internal teams is crucial.
- SDLC Knowledge: A solid understanding of the Software Development Life Cycle (SDLC) is required, though in-depth software development skills are not necessary.
- Cloud Experience: Proficiency with AWS is essential as our cloud products are deployed through AWS. Familiarity with Azure is also beneficial.
- Incident Management: You must be capable of managing critical incidents and escalations, ensuring 24/7 business continuity.
- Technical Decision-Making : The role requires making high-level technical decisions and managing L1 and L2 support effectively.
- Performance Management: You should be able to identify key skills within the team, foster growth, and manage performance. The team comprises around 20 members, with an average of 8+ years of experience.
- Responsiveness: A high level of responsiveness and adherence to team culture is expected.
Responsibilities/Essential Duties
- Constantly challenge the status quo by driving change to improve team efficiency, performance, and revenue.
- Manage to the existing service level agreements (SLAs) while proposing and developing new SLAs when appropriate.
- Successfully partner with business partners across the organization which include: Sales, Development, Quality, Finance, and Project Management/ Implementation, and will be comfortable working with senior management both internally and externally.
- Lead the assessment and implementation of best practices, policies and utilization of systems capabilities.
- Ensure customer satisfaction levels are achieved and effectively measured; stays current with customer growth on a proactive basis to meet required service needs.
- Handle all customer and Commercial Delivery escalations (including outside normal business hours)
- Participate effectively in required internal and external audits
- Oversee or develop resource plans and ensure staff is knowledgeable and well trained to provide a superior level of customer service, with service level metrics achieved and ideally exceeded
- Responsible for creating a robust and effective culture within team and organization with a high focus on customer and employee experience to improve engagement
- Overnight travel within United States and Canada required (potential for international outside of North America)
- Participate in cross functional projects as required
Experience
- 5+ years - Managerial experience with direct reports including performance reviews, hiring, metrics and reporting, coaching and mentoring - Required
- 3+ years - Healthcare Software Development Lifecycle and processes - Required
- 3+ years - AWS and Azure experience in a production environment - Preferred
- 5+ years - Customer facing technical support -Preferred
Skills & Knowledge
- Advanced demonstrated analytical skills
- Demonstrated customer service skills
- Performs work independently with minimal supervision
- Strong verbal and written communication and listening skills
- Possesses strong technical aptitude
- Effectively coaches and delivers constructive feedback
- Demonstrated cross-functional collaboration
- Ability to inspire and develop teams
- Ability to represent the company with external constituents
- Ability to build strong external and internal customer relationships
- Demonstrates a high commitment to quality
- Ability to drive multiple projects to successful completion with demonstrated project management skills
- Advanced knowledge of Haemonetics devices (Preferred)
- Applicable AWS or Azure certifications (Preferred)
Source : Expert In Recruitment Solutions
