Manager of Software and Systems

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Job description

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)

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.

Technical Skills and Requirements:

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)

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