Operations Maintenance Manager

Tech Valley Talent (TVT) has a great multi-year role for a hands-on M&O Manager with prior Medicaid or IES experience.

DURATION: Up to 10 years and may go perm

LOCATION: Albany, NY– Hybrid - must work ONSITE in Albany at least 3 days a week

Individual must work on our direct W2.

NO third parties – direct consultant applicants only

We are seeking a dynamic and experienced Manager of Operations (M&O) to lead our operations team. The successful candidate will develop and implement an M&O plan and processes to align operations with organizational goals, provide leadership and direction to the team, provide status and own communication with the client’s M&O stakeholders, and prioritization and assignment of incoming tier 3 tickets. This role involves managing escalations, monitoring performance metrics, and optimizing processes to enhance efficiency and customer satisfaction. It requires experience managing ITIL-based M&O processes, experience managing M&O for a large web based system supporting over 1M cases and experience with the Medicaid or other health and human services programs. Additionally, the individual will facilitate communication among IT, development, and client teams, provide training and mentorship to staff, and drive continuous improvement initiatives within the operations function.

Responsibilities

• Develop and implement an overall M&O plan or runbook for a large web based system that will support up to several million Medicaid cases
• Define and document the various M&O processes necessary to manage the system using ITIL standards
• Manage the escalation process for complex or high-priority issues, ensuring they are routed to the appropriate teams for resolution.
• Monitor system performance metrics and key performance indicators (KPIs) to assess efficiency and effectiveness.
• Identify and guide the team to address performance bottlenecks, optimizing triage processes for improved throughput and customer satisfaction.
• Oversee the production of a monthly service level agreement (SLA) report and present the report to client stakeholders
• Conduct regular quality assurance reviews of M&O activities to ensure adherence to established protocols and standards.
• Identify and address any gaps or inconsistencies in M&O processes to maintain high-quality service delivery.
• Act as the primary point of contact for stakeholders regarding M&O activities, providing updates and addressing concerns.
• Facilitate communication and collaboration among IT, development, and business teams to ensure seamless integration and operation of the triage process.
• Oversee daily system operations such as batch job execution, interface/data exchanges, reporting, system/server performance and health, system notification generation, mailing and printing, etc.
• Identify opportunities for process improvements and automation within the help desk triage function.
• Design and implement solutions to enhance efficiency, reduce errors, and improve overall performance.
• Maintain and update a comprehensive knowledge base of common issues, resolutions, and best practices.
• Ensure that M&O team staff have access to up-to-date information and resources to support effective triage.
• Promote a customer-centric approach within the M&O team, ensuring that all interactions are handled professionally and empathetically.
• Assess and mitigate risks associated with M&O processes, ensuring compliance with organizational policies and regulatory requirements.
• Implement and maintain robust security measures to protect data integrity and confidentiality.
• Evaluate and manage tools and technologies to support the M&O processes.
• Ensure tools are up-to-date, properly configured, and effectively utilized across the M&O team.
• Stay abreast of emerging technologies and industry trends related to M&O.
• Advocate for and lead the adoption of innovative solutions to enhance M&O processes.
• Oversee incident and problem management processes, ensuring timely resolution of critical issues.
• Manage change control processes for triaged incidents that result in a change, ensuring minimal disruption to business activities.
• Oversee the creation and maintenance of comprehensive documentation of M&O processes, protocols, and best practices.
• Generate and present a regular M&O report on system and M&O team performance, highlighting key metrics, trends, and areas for improvement.
• Ensure cost-effective delivery of M&O activities and demonstrate clear return on investment for certain tools/approaches

TVT is an Information Technology (IT) professional business leader providing IT services to the public sector. Our firm is founded on the values of high integrity, trust, honesty, and commitment. We take pride in providing exceptional value to our clients by supplying and delivering the best IT project-based and hourly talent across the nation. We are business partners with many technology solution providers such as IBM, AWS, Google, Microsoft, Oracle, Tableau, Salesforce, and others. Tech Valley Talent provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type protected by federal, state, or local laws. This policy applies to all terms and conditions of employment.