Sr. Manager, Tech Ops

1 month ago(12/8/2017 6:57 PM)
Job ID
# of Openings
Information Technology




Who We Are: Reed Group is a dynamic, fast growing organization that works in a niche industry most commonly known as Third Party Administration. We are known for being a leader in managing absences for major companies including Fortune 100 companies. More specifically, instead of employers managing the process when an employee needs to go out on leave for FMLA (the family medical leave act) or for Short Term or Long Term Disability, we handle it for them. As a result we have a large customer operations team of talented individuals who manage our client’s employee cases.

We build the software (we have a large group of developers) to manage the entire work flow which is why you could easily think of us as a technology company. We also have a content business called MDGuidelines that contains treatment recommendations for best managing an employee back to work.

Right now we are over 1,900 employees (and growing daily).


The Reed Group Mission: We are about helping people get back to work. Often, this means helping people through difficult times in their lives. We help doctors do their best for their patients and we help employees protect their jobs. Our mission is: We believe there's a better way to help employers increase productivity, improve healthcare quality and help employees back to productive life.





The Technology Operations team is responsible for the 24x7 operation and support of all technology across the enterprise, including end-user computing and field support, data center and hosting, IT help desk, network, communications, and enterprise application services.


The Sr. Manager, Technology Operations reports to the Director, Technology Operations as part of the leadership team and is responsible for overall direction, coordination, quality, and availability of production systems and data. This position leads a team of configuration management engineers, database administrators, and other technical support specialists and works closely with customers and leaders throughout the organization.


Who we’re looking for:

You’re a systems thinker, relentless about quality and efficiency, and are intently focused on customer delivery. You’ve developed a team of experts and built enterprise-class operations that are highly automated and have a proven history of reliability and scalability.




  • Leads a global team of technology resources using an efficient mix of on-shore, offshore and outsourced models
  • Mentors and trains team members, growing the skills and discipline required to scale and maintain 24x7 client-facing infrastructure and operations
  • Establishes a culture of high performance, transparency and continuous improvement as it relates streamlining the development pipeline and supporting production systems
  • Works upstream, across implementation and engineering teams to influence software development to meet operational needs, including the manageability, quality, and the supportability of production services
  • Champions new tools and processes to manage incoming work and provide visibility
  • Participates in production incident management, resolution, root-cause analysis and remediation activities
  • Coordinates complex infrastructure projects and assists in project prioritization and trade-offs
  • Manages hundreds, potentially thousands of servers and applications, understanding the technical challenges of supporting, scaling, monitoring, and protecting large-scale infrastructure
  • Strong experience with configuration management, automation and orchestration tools (Chef, Ansible, Puppet etc.); working knowledge of continuous integration tools (Jenkins or similar)
  • Experience with private, public, and hybrid cloud is required (AWS, Azure, private Co-location, etc.)
  • Partners with procurement to manage negotiation of IT agreements with service providers



Technical Qualifications:

  • Bachelor of Science Degree in Computer Science, Engineering, Business or closely related field
  • 7+ years leading technical operations teams in a software development or related high-tech organization
  • Experience managing global / offshore teams
  • Experience with Software Development Lifecycle methodologies, preferably agile
  • Demonstrated expertise with IaaS, PaaS, DRaaS concepts, preferably with Azure, AWS, or similar
  • Demonstrated ability to adapt to new environments, and to effectively lead and drive change
  • Experience with software products in the health or absence industry strongly preferred


General Qualifications:

  • Influential team player who builds and maintains good working relationships across all functions
  • Strong business acumen.
  • Solutions-oriented; able to innovate and think creatively.
  • Naturally takes ownership and accountability for operations and initiatives, driving improvements with high-quality outcomes.
  • Highly service-oriented and customer-centric.
  • Outstanding communication skills, both written and verbal.
  • Ability to conform to shifting priorities, demands and timelines.


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