Manager, Network Operations Center

Collective Health is expanding its technology team in Utah! We believe health benefits should be simple accessible and technology-driven. We believe that technology is a cornerstone of modern healthcare.
This is a role for a hands-on highly technical engineering manager who is passionate about building resilient scalable and automated observability and monitoring systems. The person will be tasked with a greenfield opportunity to support the architect build and manage our enterprise Network Operations Center (NOC). The primary objective is to move beyond traditional reactive monitoring and support the creation of an automation-driven proactive and predictive technical operations function.
The ideal candidate possesses deep technical expertise in modern observability and automation stacks and is driven to eliminate manual toil and improve reliability through code.
The successful candidate will be responsible for supporting the design of the operational framework participating in selecting and implementing monitoring tools hiring and training a team of skilled engineers and establishing the processes necessary to ensure 24/7/365 availability performance and security of our critical infrastructure.
The primary goal of this role is to participate in the creation of a proactive best-in-class NOC that minimizes downtime and service disruptions thereby directly supporting exceptional patient care and healthcare systems operations. An essential skill for this position is to have a deep understanding of the regulatory and operational demands of the healthcare industry including HIPAA compliance.

What youll do:

• You will be the principal architect and engineer for our new NOC participating in the building of a highly automated resilient and insightful operations function from the ground up.
• Participate in leading the end-to-end design and greenfield implementation of the NOC. Define and document all operational policies SOPs and data-driven performance standards (KPIs SLOs SLAs and Error Budgets) to establish a foundation of excellence.
• Deploy a sophisticated observability platform using tools like Prometheus Grafana Honeycomb the ELK Stack etc. to provide deep actionable insights into our complex AWS and GCP cloud environments.
• Evangelize and develop a framework for automated diagnostics and remediation. Drive the adoption of Infrastructure as Code (IaC) with Terraform and Ansible to eliminate manual toil and ensure consistent repeatable environments.
• Develop custom code that may be needed from time to time using technologies such as Python Javascript Java Database etc.
• You will help build and cultivate a world-class technical team fostering a culture that attracts and retains top engineering talent.
• Lead the full-cycle recruitment hiring and onboarding process for the founding team of NOC engineers (L1/L2) ensuring they are equipped for success from day one.
• Actively lead mentor and develop your teams talent. Foster a culture of technical curiosity and accountability through continuous feedback and clear career pathing.
• Oversee all aspects of team management including creating fair and effective 24X7 shift schedules and on-call rotations to guarantee complete operational coverage at all times.
• As the operational leader you will own the real-time stability of our platform and command the response when issues arise with a specific focus on the unique demands of the healthcare insurance TPA space.
• Oversee the 24/7 monitoring and health of all critical infrastructure and applications especially claims adjudication systems member portals and provider data networks.
• Act as the ultimate point of escalation for major incidents. Lead the incident response and management process with precision ensuring rapid technical resolution conducting blameless post-mortems and communicating clearly to all business and technical stakeholders.
• Champion ITIL best practices to move beyond reactive fixes. Analyze incident trends to identify root causes drive a proactive problem management process and prevent future occurrences.
• You will ensure the NOC operates with the highest standards of security and compliance providing transparent visibility into performance for leadership and stakeholders.
• Ensure end-to-end compliance by acting as the primary owner for NOC compliance partnering closely with Cybersecurity and Data Governance teams to ensure all tools and procedures are architected to protect PHI/PII and adhere strictly to HIPAA and HITECH regulations.
• Deliver actionable insights by developing and maintaining a suite of real-time dashboards for technical teams and automated executive reports for leadership providing clear visibility into system health SLO adherence and overall operational performance.

To be successful in this role youll need:

• A seasoned leader with a proven track record of building and managing high-stakes technical environments.
• A minimum of 8 years in IT infrastructure or operations with at least 4 years in a leadership capacity (Manager) within a NOC SOC and/or SRE team.
• Verifiable hands-on experience architecting building and scaling a technical operations center from the ground up in a modern cloud environment.
• Bachelors degree in Computer Science Information Technology or a related technical field or equivalent demonstrable professional experience. Military experience can substitute for a degree.
• Expert-level knowledge of ITIL and SRE principles with a proven ability to blend both frameworks to optimize operations (Incident/Problem Management SLOs/SLIs Error Budgets).

Technical Expertise & Proficiencies

• The ideal candidate is a hands-on technical leader with deep current skills across the modern tech stack.
• Expert-level scripting skills (Python Go) full stack Java and Javascript Framework and deep experience with Infrastructure as Code and automation frameworks (Terraform Ansible).
• Hands-on architectural expertise with public cloud platforms (AWS GCP) and extensive experience with containerization and orchestration (Docker Kubernetes).
• Deep understanding of enterprise networking fundamentals (TCP/IP BGP DNS VPNs) and expert-level systems administration skills (Linux Windows).
• Proven experience engineering and utilizing modern observability stacks (e.g. OpenTelemetry Honeycomb Prometheus Grafana ELK Stack) and managing ITSM platforms (Jira Service Management PagerDuty etc).

Preferred Qualifications

• Prior experience in the healthcare IT industry.
• In-depth knowledge of HIPAA/HITECH regulations and their application to IT infrastructure.
• Relevant certifications such as ITIL Foundation/Practitioner CCNA/CCNP PMP or CompTIA Network.
• Relevant AWS Certified Cloud Practitioner/Architect and GCP Cloud Digital Leader/Architect.

Pay Transparency Statement

This is a hybrid position based out of our Lehi office with the expectation of being in office at least two weekdays per week. #LI-hybrid

The actual pay rate offered within the range will depend on factors including geographic location qualifications experience and internal addition to the salary you will be eligible for stock options and benefits like health insurance 401k and paid time off. Learn more about our benefits at UT Pay Range