Director of Technical Operations and Support- NY

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Public Partnerships LLC (PPL) will serve as the New York Statewide Fiscal Intermediary (FI) for the Consumer Directed Personal Assistance Program (CDPAP) beginning in 2025. This program empowers individuals with disabilities or chronic illnesses to manage their care and remain in their communities. As part of this vital work, we are seeking a Director of Technical Operations and Support to lead our Albany-based technical operations, ensuring the health, reliability, and security of our integrations, data flows, and infrastructure.

This role ensures the operational reliability, security, and compliance of PPL’s New York CDPAP implementation. Reporting to senior leadership, the Director will oversee observability, system reliability, incident management, and day-to-day technical support for Albany operations, while ensuring compliance with New York State’s extensive security mandates. This is a hands-on leadership role designed to maintain seamless operations and secure services for individuals and stakeholders across the state.

Duties & Responsibilities:

Strategic Planning and Implementation:

• Develop and implement the overall technical strategy for CDPAP operations.
• Ensure alignment with organizational goals and regulatory requirements.

System Reliability and Observability

• Lead the Observability team to monitor, maintain, and troubleshoot the integrations and data flows supporting New York CDPAP services.
• Implement observability frameworks to ensure continuous system performance, timely issue detection, and rapid incident resolution.
• Integrate observability frameworks with proactive security monitoring to provide a unified view of system health and risks.
• Proactively address problems and system vulnerabilities to prevent disruptions in critical service delivery.
• Establish robust incident response procedures to quickly resolve disruptions, minimize downtime, and safeguard service delivery.

Security Operations and Compliance

• Ensure all systems comply with New York State’s stringent security and operational controls, including healthcare regulations like HIPAA.
• Collaborate internally and with MSSPs to oversee the security posture of New York implementations.
• Establish practical security practices and coordinate with external security partners to align with evolving requirements.
• Partner with the State to ensure ongoing compliance with security and operational mandates.
• Serve as a key escalation point for any security issues impacting New York operations, ensuring rapid containment and resolution.

Technical Support for Albany Operations

• Oversee the health and operational readiness of LAN, WAN, Helpdesk, and IT infrastructure for the Albany office.
• Ensure rapid response to technical issues affecting local office operations and escalate as necessary.
• Provide technical guidance to local teams, ensuring seamless day-to-day operations and business continuity.

Collaboration and Leadership

• Work cross-functionally with remote leadership to align local operations with company objectives.
• Serve as a primary technical liaison for New York State stakeholders, ensuring clarity, accountability, and trust in all technical operations.
• Mentor and manage the Albany-based team, fostering a culture of excellence, accountability, and innovation.

Required Skills and Qualifications:

Technical Expertise

• Deep knowledge of observability tools, site reliability engineering (SRE) practices, and monitoring frameworks.
• Strong understanding of IT infrastructure management, including LAN/WAN networks, Helpdesk, and operational technologies.
• Proficiency in cybersecurity principles and tools, with a focus on healthcare-related compliance (e.g., HIPAA, HITRUST).

Leadership Skills

• Proven ability to lead technical teams, particularly in observability and security operations.
• Experience working cross-functionally with remote teams and external stakeholders.
• Strategic planning skills to align technical operations with organizational and regulatory objectives.

Preferred Background

• Bachelor’s degree in Information Technology, Computer Science, or a related field; Master’s degree preferred.
• 8 years of experience in technical operations, with significant experience in observability and security.
• Healthcare industry experience is strongly preferred due to regulatory complexity.

Working Conditions:

Office setting. Weekend and evening work may be required.

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified.

Salary Range: $150,000-$165,000

Compensation & Benefits

• 401k Retirement Plan
• Medical, Dental and Vision insurance on first day of employment
• Generous Paid Time Off
• Continuing Education Assistance Program
• Employee Assistance Program and more!

PPL is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.

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