Director of Solutions Support and Services
The Director of Solutions Support and Services (SSS) is responsible for the application-level technical support for a subset of UHG-IT production applications. This position will be focused on the support of FACETS applications. The Director is responsible for the availability, reliability, dependability and quality of all productions applications within their scope and especially all that are business-critical applications. In general, the Director must ensure that all application service levels are met and, to the extent that they are not, sponsor and implement remediation programs as appropriate. The Director is also responsible for all aspects of the operating budget for this organization. Budget responsibility is in the million to $10 million range.
Specific, the Director will:
- Direct supervision of a staff of 4 to 6 Service Managers who will assist the Director in carrying out the following responsibilities.
- Ensure availability of applications as defined by business need per formal service level agreements.
- Recovery of applications even when a non-application incident (e.g. a hardware failure) has necessitated remediation or recovery.
- Manage a budget of M to $10M including planning, forecasting, monitoring and holding Service Managers accountable for their share of the budget.
- Work with application owners and business partners to manage priorities and to deal with issue resolution.
- Manage application and database changes to fix problems or to restore services and ensuring that they are adequately tested and that the potential impact to any up-line or down-line application is also tested and coordinated.
- Ensure that applications are performing in a way that maximizes business productivity, i.e. they meet on-line response time service levels, batch reports are delivered as required by the business and files are received and sent according to business-defined criteria.
- Ensure that adequate file capacity is available to support the needs of the business on an on-going basis.
- Monitor critical jobs on a daily basis to ensure successful completion.
- Ensure that applications are performing as defined by the business.
- Manage application-level testing and support for changes in other infrastructure areas (e.g. operating system upgrades, hardware changes, security upgrades, etc.).
- Develop and administer a process for formal transition of development work into the production support environment including execution of a formal checklist and obtaining required signoffs.
- Sponsor, implement and manage process and productivity improvement programs and preventive maintenance initiatives related to SSS.
- Implementation of maintenance-related small enhancement and testing efforts (work orders) and all of the associated processes and artifacts.
- Manage the formal data collection and reporting on all application-related service levels and periodic reviews with customers and vendors.
- Undergraduate degree or equivalent experience.
- Minimum of 3 years of technical management experience. Should be familiar with all lifecycle phases
- Minimum of 3 years of application maintenance experience
- Experience supervising technical managers
- Experience in managing a multi-million budget and a staff of 100+.
- Demonstrated strategic leadership of technical solutions. FACETS experience is a plus.
- Strong leadership skills. Experience in establishing a new organization is a definite plus
- Strong written and verbal communication skills
- 2+ years of human resource management
UnitedHealth Group is working to create the health care system of tomorrow.
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Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant - and built for speed.
Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.
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