Manager of Software and Systems

Manager of Software and Systems (DevOps Platform Engineering)

Six 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)

Requirements

• Should have a background in DevOps / Technical background/Hands on
• Technical enough to know when to escalate things
• 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 Team - 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 what 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)