Manager, Digital Operations Center

American Addiction Centers • Charlotte, NC

2d • $62 - $93 • Remote

About The Position

Participates in solution development and system repair tasks, including identification of requirements, design specifications, developing solutions, testing, training, implementation coordination and issue management. Provides regular and comprehensive status reports to management. Leads cross-functional teams through all aspects of project planning, implementation and completion Manages project implementation schedules. Analyzes plan variances and takes appropriate action to ensure successful completion Establishes detailed work plans and estimates for all project phases. Monitors progress against baseline plans. Facilitates timely resolution of issues Assists with the appropriate integration of technology and ensures that initiatives are aligned to key business drivers/goals of the customer. Creates, monitors and manages staffing levels and production expectations to meet needs Works with vendors to resolve all product issues, provides product development guidance and escalates major vendor service issues. Establishes service level agreements, and quickly resolves all deficiencies Provides status and issue updates to end user management and key stakeholders Promotes independent and team continued research and investigation into new technologies and solutions in order to offer solutions to requirements presented for a solution Performs human resources responsibilities for staff which include interviewing and selection of new employees, promotions, staff development, performance evaluations, compensation changes, resolution of employee concerns, corrective actions, terminations, and overall employee morale. Develops and recommends operating and capital budgets and controls expenditures within approved budget objectives. Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations, and laws applicable to the organization's business. Direct Network Operations Supervisors and their teams, scaling NOC performance through strong frontline leadership, accountability, and operational rigor Oversees multiple 24/7 Network Operations Centers, ensuring continuous monitoring of networks, systems, and services Ensure incident detection, triage, escalation, and resolution follow defined SLAs and runbooks Act as the escalation point for major incidents and outages Lead Major Incident Management (MIM) bridge calls and coordinate cross-functional response Ensure accurate ticketing, documentation, and event correlation Leverage monitoring, alerting, and automation tools to enable rapid detection, response, and operational efficiency

Requirements

• Bachelor's Degree in Information Technology or related field
• 3 years in solution development and support.
• Includes 1 year of supervisory experience in a multi-discipline environment (including matrix management.
• Demonstrated knowledge of enterprise organization structures/workflow and business system architecture and technology
• Ability to interact and work through technical requirements with clients to formulate project design and implementation requirements.
• Demonstrated negotiation and facilitation skills and ability to explain/communicate technical design decisions to users
• Demonstrated strong written and verbal communications skills when consulting with internal and external partners
• Demonstrated leadership abilities to include project/staff coordination, motivating staff toward common goals, and mentoring new and existing staff
• Ability to handle multiple tasks, set appropriate priorities and accomplish assignments in a thorough and timely manner
• Strong organizational and analytical skills.
• Ability to gather, organize and present data.
• Strong problem and issue resolution skills
• Ability to handle multiple tasks, set appropriate priorities and accomplish assignments in a thorough and timely manner

Responsibilities

• Participates in solution development and system repair tasks, including identification of requirements, design specifications, developing solutions, testing, training, implementation coordination and issue management.
• Provides regular and comprehensive status reports to management.
• Leads cross-functional teams through all aspects of project planning, implementation and completion
• Manages project implementation schedules.
• Analyzes plan variances and takes appropriate action to ensure successful completion
• Establishes detailed work plans and estimates for all project phases.
• Monitors progress against baseline plans.
• Facilitates timely resolution of issues
• Assists with the appropriate integration of technology and ensures that initiatives are aligned to key business drivers/goals of the customer.
• Creates, monitors and manages staffing levels and production expectations to meet needs
• Works with vendors to resolve all product issues, provides product development guidance and escalates major vendor service issues.
• Establishes service level agreements, and quickly resolves all deficiencies
• Provides status and issue updates to end user management and key stakeholders
• Promotes independent and team continued research and investigation into new technologies and solutions in order to offer solutions to requirements presented for a solution
• Performs human resources responsibilities for staff which include interviewing and selection of new employees, promotions, staff development, performance evaluations, compensation changes, resolution of employee concerns, corrective actions, terminations, and overall employee morale.
• Develops and recommends operating and capital budgets and controls expenditures within approved budget objectives.
• Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations, and laws applicable to the organization's business.
• Direct Network Operations Supervisors and their teams, scaling NOC performance through strong frontline leadership, accountability, and operational rigor
• Oversees multiple 24/7 Network Operations Centers, ensuring continuous monitoring of networks, systems, and services
• Ensure incident detection, triage, escalation, and resolution follow defined SLAs and runbooks
• Act as the escalation point for major incidents and outages
• Lead Major Incident Management (MIM) bridge calls and coordinate cross-functional response
• Ensure accurate ticketing, documentation, and event correlation
• Leverage monitoring, alerting, and automation tools to enable rapid detection, response, and operational efficiency

Benefits

• Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:
• Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job Incentive pay for select positions Opportunity for annual increases based on performance
• Benefits and more Paid Time Off programs Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability Flexible Spending Accounts for eligible health care and dependent care expenses Family benefits such as adoption assistance and paid parental leave Defined contribution retirement plans with employer match and other financial wellness programs Educational Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager