Sr Manager, Applications Operations (Salesforce) (US)

July 25

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Transforming Care Through Technology

Electronic health records • EHR • EMR • long-term care • software

1001 - 5000

💰 Secondary Market on 2022-03

Description

• The Sr. Manager, Application Operations Engineering provides leadership and direction to a high performing Operations Engineering team responsible for the maintenance and support of our enterprise level systems, which are integral to our daily operations and customer interactions. • Reporting to the Director, Technical Delivery, this role will be responsible for overseeing day-to-day activities, streamlining workflows, and implementing efficient systems to enhance overall productivity, team performance, talent development, timely deliverables, and providing excellent customer service to our customers. • The Sr. Manager, Application Operations Engineering will play a key role in the continual review, tracking and communication of reporting metrics like service level (agreements/objectives/indicators), i.e., SL(A/O/I)s, mean time to resolve (MTTR), customer satisfaction scores (CSAT) to help ensure that the team is providing quality and valuable services to its customers.

Requirements

• Bachelor's degree in business, operations management, computer science, engineering, a related field or equivalent work experience. • Minimum 10 years of experience with at least 5 years in a senior operations management role leading a highly effective operations team in the IT industry bringing strong leadership, communication, interpersonal, self-management, and conflict resolution skills. • ITIL V3 foundation certification, Related Certifications • Experience and certification in Salesforce Cloud and integrations, and NetSuite • Familiar with scripting and other automation applications • Knowledge and experience of the following applications: Salesforce CPQ, Sales Cloud, Experience Cloud, Revenue Cloud, Marketo, Hubspot, Zuora, Gainsight, Kantata (Kimble), NetSuite, Boomi, Conga etc. • Experience using a ticketing system like ServiceNow, ZenDesk or JIRA Service Desk • Strong understanding of, and experience with, IT Service Management best practices including Incident Management, Problem Management and Change Management • Excellent analytical, problem-solving abilities, and root cause analysis skills • Industry leader in ITIL and DevOps best practices • Experience delivering SaaS services at scale in a cloud environment