What are the responsibilities and job description for the Manager, Technical Engineering position at Blue Shield of California?
Your Role
The Command Control Center (NOC/BatchOps) team is responsible for monitoring hosted and BSC’s externally-hosted systems’ events thru incident ticketing, and execution of batch operations to assure successful completion within required timelines . The Manager, IT Service Management will report to the Senior Manager, IT Service Management. In this role you will provide day-to-day supervision for the NOC/BatchOps teams (specifically, Swing and Graveyard Shifts), managing issues by diagnosing and troubleshooting errors, resolving incidents with support from respective L2 and L3 teams to drive problem management, oversee development of solutions that improve business outcomes for NOC/BatchOps. You will also be responsible for developing and maintaining NOC/BatchOps procedures, and continuously improving the team's performance to meet service level agreements (SLAs), reducing triaging times by training staff, implementing best practices and tuning tools like BigPanda, Dynatrace, etc to improve the quality of services.
Your Work
In this role, you will:
- Manage a set of IT Service Analysts that interface with technology managers, technical Leads, and all parts of the IT organization and relevant vendors to deliver services that meet the service need.
- Manage a technical services function or a matrix of support teams (NOC, Batch, Incident, Problem, Change, SLA, Readiness, etc).
- Support strategic plans regarding service requirements, including service needs analysis, service level, service objectives, service health, emerging service assessments and service process redesign.
- Work closely with key IT unit managers to acquire service specific expertise.
- Operate in a consultative role with IT unit managers.
- Provide direction and help tune Observability tools’ configurations for faster triaging, escalations, and resolutions.
- Communicate metrics, trend reports to show continual improvements in delivering value and achieving key performance indicators
- Perform administrative duties for all Shifts including day-to-day scheduling, staffing, meetings, and compliance with audit controls.
Your Knowledge and Experience
- Requires advanced knowledge of IT Service Management usually obtained through advanced education combined with experience.
- Requires a bachelors degree or equivalent experience
- Requires at least 7 years prior relevant experience
- Requires at least 1 years of management experience gained as a team leader, supervisor or project/program manager
- Requires at least 2 years of working experience with Observability tools like BigPanda, Dynatrace, Azure monitoring.
- Requires at least 3 years of working experience with ServiceNow ServiceMarketplace, Confluence, Jira and Artifactory. Working knowledge of Tidal and other batch processing tools is a plus
Pay Range:
The pay range for this role is: $ 119130.00 to $ 178860.00 for California.
Notes:
Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.
ABOUT THE TEAM
Blue Shield of California’s mission is to ensure all Californians have access to high-quality health care at a sustainably affordable price. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.
To fulfill our mission, we must ensure a diverse, equitable, and inclusive environment where all employees can be their authentic selves and fully contribute to meet the needs of the multifaceted communities we serve. Our continued commitment to diversity, equity, and inclusion upholds our values and advances our goal of creating a healthcare system that is worthy of our family and friends while addressing health disparities, promoting social justice, and integrating health equity through our products, business practices, and presence as a corporate citizen.
Blue Shield has received awards and recognition for being a certified Fortune 100 Best Companies to Work, Military Friendly Employer, People Companies that Care, a Leading Disability Employer, and one of California’s top companies in volunteering and giving. Here at Blue Shield, we strive to make a positive change across our industry and communities – join us!
Our Values:
- Honest . We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short.
- Human . We strive to be our authentic selves, listening and communicating effectively, and showing empathy towards others by walking in their shoes.
- Courageous . We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals.
Our Workplace Model:
At Blue Shield of California, we believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility. As we continue to evolve our workplace model, our focus remains on creating spaces where our people can connect with purpose – whether working in the office or through a hybrid approach – by providing clear expectations while respecting the diverse needs of our workforce.
Two Ways of Working:
Hybrid (Default): Work from a business unit-approved office at least two (2) times per month (for roles below Director-level) or once per week (for Director-level roles and above). Exceptions:
Member-facing and approved out-of-state roles remain remote.
Employees living more than 50 miles from their assigned offices are expected to work with their managers on a plan for periodic office visits.
For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.
On-Site: Work from a business unit-approved office an average of four (4) or more days a week.
Physical Requirements:
Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.
Equal Employment Opportunity:
External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.
Salary : $119,130 - $178,860
