What are the responsibilities and job description for the Senior Technical Manager, Operations position at NASCO?
NASCO Senior Technical Manager, Operations in Boston, Massachusetts
Overview
As Senior Technical Manager, Operations, you will function as the primary operational leader and deputy to the Director of Technical Operations, responsible for ensuring the reliability and efficiency of critical technical environments. This role encompasses the oversight of 24 / 7 production support across midrange applications and middleware technologies, with a focus on maintaining high availability, addressing high-severity issues, and executing disaster recovery initiatives.
The Senior Technical Manager drives strategic initiatives in change management, capacity planning, and data center operations while ensuring strict adherence to SLA metrics, audit standards, and budgetary guidelines. This position is also accountable for helping lead a team of technical professionals to deliver consistent, responsive support for key business applications, directly influencing system health and minimizing downtime risks.
As a key partner to the Director, this role provides regular updates to Directors and executive-level stakeholders on system performance, project progress, and operational insights, aligning technical operations with business objectives to support organizational growth and resilience.
Responsibilities
- Assists in the development of the Technical Operations team by supporting recruiting, talent management, and associate development to ensure the team has the necessary skills to meet business goals.
- Ensures 24x7 operational coverage through strategic scheduling for on-call rotations, preventing downtime and enabling rapid issue response.
- Oversees high-severity incident management by directing the resolution of Severity 1 and escalated Severity 2 tickets to minimize impact on critical business functions.
- Drives root cause analysis and continuous improvement by identifying recurring issues and implementing improvements to enhance system reliability and efficiency.
- Forecasts resource needs and capacity planning to align support headcount and skills with anticipated workload and service requirements.
- Manages core operational processes, including Change Management and Asset Management, to ensure compliance with departmental standards.
- Sets and approves operational standards by reviewing production support strategies and operational manuals for new or updated applications.
- Ensures security and access compliance by completing access attestation cycles for direct reports in line with corporate security policies.
- Cultivates vendor partnerships by managing vendor relationships to optimize support services and ensure cost-effectiveness.
- Develops technical competency by providing ongoing training and skill development in critical technologies for team members.
- Facilitates cross-functional collaboration by representing the team in operational meetings to foster communication and coordinated responses.
- Maintains audit and compliance standards by ensuring timely completion of operational audit controls in accordance with regulations.
- Validates infrastructure service requests by reviewing and approving all Infrastructure Requests for Service (RFS) documents for accuracy and alignment with business needs.
- Leads, manages, and influences a team, including talent acquisition, coaching, training needs assessment, performance evaluation, goal setting, and ongoing feedback.
- Creates, manages, and adheres to an annual departmental budget, balancing billable hours and target percentages while optimizing the mix of contractors and associates to ensure steady work.
- Drives department strategic objectives and business outcomes in alignment with the organizational strategy.
Qualifications
Required Knowledge, Skills, and Abilities :
Experience :
Required Training, Certification, and Education :
Benefits Overview
At NASCO, we trust our workforce to be fully remote, working from their home . This benefit offers significant, personalized outcomes for each associate including work / life balance, savings on commuting, work clothing, and increased time to spend on personal activities.
Our full benefit package is designed to support the physical, mental, and financial health of our associates. We offer :
Other Benefits :
NASCO is an Equal Opportunity Employer / veterans / disability / race / color / religion / sex / sexual orientation / gender identity / national origin. Must have legal authority to work in the US.
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