Manager of Technical Support

InfoTech Resources is seeking candidates for a direct hire position in Jackson, MS as Manager of Technical Support.

The Manager, Technical Support is responsible for the efficient operation of the Technical Support area. Responsible for management oversight of projects and activities assigned to the Technical Support staff. Responsible for the monitoring and periodic reporting of system availability and resource utilization including CPU, memory, and I/O resources. Responsible for the installation, configuration and maintenance of the IBM Mainframe systems, Pharmacy Benefits Management (PBM) systems, EDI systems, Medical Management systems and others that may be assigned. The Manager, Technical Support and the staff will work with business areas and vendors to evaluate, recommend and implement technical solutions that best meet the requirements of the business areas. Responsible for leading the Business Recovery plan development and implementation. Assist the Director, Data Center Management in preparing the annual Data Center Management budget.

Major Responsibilities/Activities:
1.

• Responsible for project management oversight.
• Works with the Technical Support staff, IS and users to develop and execute project plans for major hardware and software implementation or maintenance activities.
• Insures periodic project plan updates are prepared and reported as required.
• Coordinates project activities with Production Services, Information Services, and user areas to minimize service interruptions.

2.

• Responsible for the monitoring and periodic reporting of system availability and resource utilization including CPU, memory, and I/O resources.
• Works with Technical Support staff, Production Services and Network Services to establish procedures and processes that will monitor systems and provide automated alerts and notifications in case a system is unavailable.
• Provides periodic executive level reports detailing system availability.
• Provides periodic executive level reports detailing system resource utilization.

3.

• Responsible for the installation, configuration and maintenance of the IBM Mainframe systems, Pharmacy Benefits Management (PBM) systems, EDI systems, and Medical Management systems.
• Works with the Technical Support staff to schedule and install operating system and program product software and maintenance to insure systems are current and supported.
• Coordinates PBM upgrade and maintenance activities with the Technical Services area to insure availability goals are met.
• Coordinates EDI system upgrade and maintenance activities with the EDI Support and eBusiness Support area to insure availability goals are met.
• Responsible for leading the problem diagnosis and resolution process for the Mainframe and mid-range systems.
• Executes the Alert and Escalation procedures for problems affecting the production environments.

4.

• Works with business areas and vendors to evaluate recommend and implement technical solutions that best meet the requirements of the business areas.
• Works with Technical Support staff, IT and vendors to recommend cost-effective and reliable hardware products to meet the needs of the business areas.
• Works with Technical Support staff, IT and vendors to recommend cost-effective and reliable software products to meet the needs of the business areas.
• Will research and recommend emerging technologies that may be of value to the environment.

5.

• Responsible for leading the Business Recovery plan development and implementation.
• Works with management and staff to develop the technical Business Recovery Plan for Mainframe, mid-range and server systems.
• Works with staff and vendors to recommend Business Recovery products and services.
• Leads the annual Business Recovery test planning and execution.

General Manager, Technical Support Requirements:

• Accountable for establishing an environment built upon the discipline of project management.
• Accountable for the development, execution, and maintenance of processes and procedures defining how members of the Technical Support group conduct their professional responsibilities.
• Accountable for establishing and maintaining strong professional relationships with end user community.
• Must gain knowledge of health insurance industry changes as they occur, in addition to a positive understanding of strategic goals.

Job-Specific Requirements:

• Bachelor Degree in Computer Science, Mathematics or related field is required
• At least 3 years of capacity planning experience
• At least 5 years of Systems Programming experience
• z/OS, DB2 and CICS, performance tuning experience are desirable.
• A strong working knowledge of Mainframe operating systems and hardware is required.

Knowledge and experience with the following are a plus:

• z/VM Operating System
• Unix Operating Systems including Solaris or HP/UX
• Linux, both Intel based and Mainframe based
• TCP/IP and SNA networking
• AS400
• Prior supervisory experience is required
• Must be able to create written documents that effectively present recommendations, an analysis of problems or communicate the current status of the system.
• Strong analytical, mathematical and statistical skills required.
• Must have knowledge of and the ability to learn and apply Project Management Methodologies.
• Demonstrated ability to direct project teams in the planning and installation of projects required.
• Strong interpersonal, communications, facilitation and negotiation skills required.
• Must be available outside normal business hours for scheduled activities and problem resolution.

Success Factors:
Personal characteristics that would contribute to the incumbent's ability to excel within this position are:

• Outgoing, positive personality
• Must have demonstrated the ability to resolve conflict, work in a team setting, effectively problem solve, make appropriate decisions, communicate orally and in written form effectively and accomplish results.
• Detail oriented to complete project management activities
• Strong drive and the ability to control the project management process
• Strong motivational and leadership skills

A-0022 $92k+