AppOps Manager

Description
Come join a winning team! Here at Imprivata, you'll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.
While we're diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we're making a positive impact and a commitment to having fun.
We are seeking an AppOps Manager to join our team. This is a hybrid opportunity based out of our
St. Petersburg, FL office.
Job Summary
Responsible for managing the AppOps team, which provides backend production support for the Digital
Identity Intelligence application. The manager is responsible for ensuring the team drives to resolution of
case work generated from automated system monitors. The role requires the ability to manage and guide
the team in troubleshooting, debugging, root causing problems, and providing fixes to identified issues.
The manager will be a hands-on role, helping the team with cases on a daily basis. The manager will be
responsible for defining, tracking, and sharing metrics on how the team is performing and looking for
opportunities to improve. The position is part of the DevOps organization and reports to the Director of
DevOps. The manager will work closely and partner with DevOps, InfraOps, Engineering and Customer
support to ensure customer applications maintain high uptime, reliability, functionality, and performance.
Duties and Responsibilities
Leadership Skills

• Worked as Team Lead and/or Manager of a team providing production application support
• Strong ability to mentor, coach, and train fellow team members
• Willingness to create and deliver peer-level technical training
• Sets leading example on ability to complete work that exceeds expectations (SLA, quality, etc.)
• Leader in creating knowledge artifacts that are used by other team members to follow process
• Experienced in performing annual team member reviews and handling performance issues
  Case Management Skills
• Strong skills in managing and prioritizing a case workload for team members
• Consistently meets or exceeds individual and team commitments and SLAs
• Excellent time management capabilities; works with sense of urgency and able to reprioritize
  work as situations change
• Understands bigger picture of case work and looks to resolve root cause (looks for trends,
  permanent fixes)
• Collaborative drive to escalate root cause issues to Engineering for further analysis
• Guides team to properly document work in cases and close out under SLA
• Ability to consistently adhere to a standard working schedule
• Ability to provide after-hours escalation support coverage (as point of escalation)

Professional Skills

• Strong ability to communicate clearly through speaking and writing in English
• Comfortable and effective in communicating to leadership and customers including ability to
  communicate technical issues clearly to non-technical parties
• Ability to maintain positive and collaborative working relationships with team members and
  customers
• Strong desire to follow and document processes (create and share knowledge)
• Self-learner that invests time and effort in learning skills; able to learn quickly
• Able to manage and prioritize multiple incoming work streams
• Experience with Agile Scrum methodology a plus

Technical Skills

• Must have database experience (MySQL preferred)
  o Know how to write simple queries and update statements
• Experience with Linux Administration
• Familiarity working with Java, Tomcat, and Apache
• Intermediate Scripting Skills (Bash, Python, Javascript, etc.)
• Strong Problem Solving and Root Cause Analysis experience
• Experience working cases and providing tier 3 production support
• Basic networking knowledge (TCP/IP, DNS)
• Active Directory, LDAP, SSO, SAML configuration and troubleshooting
• Experience with virtual and physical compute environments (on premise and public cloud)
• Exposure to monitoring systems and configuration (SNMP, SYSLOG, etc.)
• Experience troubleshooting and fixing application performance issues
• Strong ability to perform advanced application troubleshooting, log analysis and event correlation
• Solid understanding of software delivery and application deployment methodologies
• Experience with source code repository systems (i.e. GitHub)

Qualifications

• 8+ years' experience with minimum of 2+ years in Team Lead or Manager position of a team
  supporting applications in production in addition to at least 6+ years of providing relevant
  experience supporting applications and systems in a production environment
• Associate or higher degree in Information Technology, Computer Science, or equivalent
  experience
• Certifications in Linux, Public Cloud, MySQL and other related tech highly desirable

Additional Nice to Haves:

• Experience with Electronic Health Record (EHR) / Electronic Medical Record (EMR) systems

This position offers a total compensation range of $145,000.00 to $155,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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