Duke Health Technology Solutions is a robust, specialized division of Duke University Health System dedicated to the development and management of enterprise IT systems.
A 2020 'Most Wired' health system, Duke is nationally recognized for IT and information management as the first healthcare system to achieve the Davies Award – highest honor by the Healthcare Information and Management Systems Society (HIMSS) – for inpatient, ambulatory, and analytics health information technology capabilities.
Our employees are among the top-skilled IT experts in the Triangle and partner with leading scholars, clinicians, and researchers across Duke University and Duke Health to develop innovative technologies that support our mission of delivering tomorrow's healthcare today.
The Core Operations Manager position will be the main interface between the customer and service in the 24x7x365 Production Support organization. He/she will provide leadership and decision support, ensuring that all business and technical units work in a harmonized, coordinated fashion to restore normal IT operation to our customer. Successful execution of standard, repeatable tasks as defined by the Service Owners.
Maintenance of the overall health of the Production environment. Effective recovery from disruptions and response to incidents are conducted efficiently. Initiate, lead and direct the activation and life cycle of Technical Bridges in the event of an incident or major IT issue. The core operational units include Service Delivery, Monitoring, Job Management, Application Support, Network Support, Backup & Recovery Operations, and IT Security.
The Duty Manager will direct workflow for engaged teams, assign tasks where required, monitor incidents for service level attainment, track incident trends, drive problem management initiatives and serve as a point of contact for the management of critical incidents.
The Duty Manager is dedicated and motivated to ensure clients are happy and are kept abreast of all updates and progression. Ensure satisfaction is of the highest quality and that progress of issues impacting our customers are resolved quickly and to the clients' satisfaction.
Duties and Responsibilities of this Level:
The required shift for this position is Tuesday – Saturday 6:30AM – 3:30PM.
This Position is required to be on-site on a rotating basis
Establish day to day operational procedures that align to customer needs.
Track and trend ticket and call performance to ensure operational targets are being met.
Execute the day-to-day functions that contribute to the development of the strategic focus for the department.
Responsible for managing all personnel actions for staff, which include hiring, performance management, career development, time off, work schedules, disciplinary actions, and staff recognition.
Utilize resources to ensure 24X7 operational support is in place. This includes working with the quality and measurement Technical Lead to standardize schedules and quality measures.
Create and support a work environment that promotes and recognizes the DUHS Values: Caring for Our Patients, Their Loved Ones, and Each Other through Teamwork, Diversity, Safety, Integrity, and Excellence.
Motivate and focus staff on mission, vision, values, and goals
Execute internal operating policies, processes, and procedures consistent with IT best practices and service level agreements to ensure service availability. Drive and enforce ownership of ticket management and customer satisfaction.
Execute standard, repeatable operational work as defined by the Service Owners
Identify repeat incidents that should be resolved with Service Owners through a permanent resolution. Supply feedback to the Technical Liaisons to ensure data is supplied for through analysis to identify root cause.
Work with the Measurement and Reporting Technical Lead to develop reports that track and analyze trends in Operational performance against CSFs and KPIs.
Work with Measurement and Reporting Technical Lead to develop operational scorecards for performance trending and analysis.
Foster a customer centric approach to service operations.
Track and manage operational change requests. Identify opportunities for standard pre-approved changes, document required test plans, results, and risk/impact by working with Technical Liaisons and Change Process Owner.
Monitor the pulse of critical systems for Duke Health's information technology environment.
Execution of emergency procedures for Technical and Business Recovery.
Ensure timely and appropriate escalation and notification for all critical system issues and outages while striving to exceed all Service Level Agreements.
Requires frequent interaction with all levels of Duke Health IT as well as vendors and other teams as needed.
Strong engagement and involvement with Health System OA's - will attend multiple meetings during "off incident" periods to stay in step with their needs.
Drives problem analysis and incident trending improvement opportunities. Work with Service Owners and Operational Management to drive continual improvement initiatives.
Works with monitoring tools team to ensure monitoring, thresholds, escalation instructions, job handing instructions and access to manage alarms is supplied.
Works with operational teams to ensure business continuity plans are tested on a regular basis.
Individual will also work with Service Owners to drive solid change management classifications and coordination for said technical areas.
Managing & Leading high- and low-level support teams.
Ensuring adherence to strict SLAs, supporting an ITIL framework covering change, incident, and problem management.
Manage high severity incidents involving mission critical applications and crisis incidents involving both customer & senior management communications.
Manage critical situations acting as a liaison for Service Operations Teams.
Other duties as assigned
Required Qualifications at this Level:
Education: Bachelor's degree in a related field, or four years of equivalent technical experience required.
Demonstrated experience managing operational and service desk teams.
Experience with crisis management and facilitation of major incident processes and technical bridge facilitation.
Identify and influence service operational improvement initiatives and suggestions.
Must have working experience with providing customer with day-to-day support by responding to, documenting, tracking, resolving and managing customer issues, questions and requests.
Manage and respond to Customer Satisfaction responses and scores identifying areas of improvement.
Demonstrated ability for oral and written communication with senior management.
Strong business & communications' acumen.
Solid knowledge of information technology and business impact/requirements.
Experience in a communications or technology leadership position leading both business and technology teams through incidents.
Strong leadership and interpersonal skills to help facilitate communication between organizations, vendors, internal departments, and employees.
Duty Manager can work across teams and think strategically.
Experience interacting and influencing senior management, key service delivery personnel to manage problems to resolution.
Experience working with communications tools, monitoring solutions, tool integration and monitoring governance utilizing the event management process lifecycle.
Knowledge, Skills, and Abilities:
Solid operational and business acumen.
Strong knowledge of information technology, business requirements and ITIL Framework.
Ability to run a "war room" during cross enterprise IT outages.
Ability to work across teams and partner with service owners.
Ability to identify potential service interruptions and escalate accordingly.
Ability to facilitate technical bridge lines to ensure cross technical team collaboration and quick resolution.
Strong interpersonal and communication skills (verbal and written with both technical and non-technical staff), including public presentation skills
Self-motivated, goal-oriented and team player
Successful candidates will possess a solid understanding of information technology
Strong ability to excel in pressure situations and be able to multitask.
ITIL V3 Foundations Certification preferred
Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
As a world-class academic and health care system, Duke Health strives to transform medicine and health locally and globally through innovative scientific research, rapid translation of breakthrough discoveries, educating future clinical and scientific leaders, advocating and practicing evidence-based medicine to improve community health, and leading efforts to eliminate health inequalities.