Senior Manager, Operational Resilience

Summary

Join Global Healthcare Exchange (GHX) as a Senior Manager, Operational Resilience and lead the advancement of incident management, disaster recovery, and change management programs. This strategic role ensures business continuity, mitigates risk, and optimizes operational efficiency. You will design and enhance processes, fostering cross-functional alignment and reducing incidents. Excellent communication skills are essential for interacting with diverse teams and senior leadership. The position requires significant experience in incident management, disaster recovery, and change management within a complex, regulated environment. A competitive salary and comprehensive benefits package are offered.

Requirements

• Significant experience in incident management, disaster recovery planning, and change management within a complex, regulated environment
• Proven ability to manage external vendors and negotiate contracts effectively
• Strong analytical skills with the ability to define, measure, and track performance metrics
• Demonstrated experience in developing and executing strategic plans that enhance operational resilience
• Exceptional written and verbal communication skills with a proven ability to lead cross-functional teams and manage stakeholder relationships at all levels
• Adept at translating technical details into business insights and actionable strategies

Responsibilities

• Evaluate and enhance current incident management processes to ensure consistency and efficiency across all teams
• Develop, implement, and track performance metrics to reduce incident frequency and impact
• Lead continuous improvement initiatives to streamline incident response and resolution
• Design, implement, and manage a comprehensive DR program that includes system failover strategies and robust recovery plans
• Coordinate with third-party vendors and cross-functional teams to ensure the effectiveness and currency of DR plans
• Oversee regular DR testing and prepare detailed documentation and reports for global leadership and board-level updates
• Develop and enforce a SOC-auditable change management process integrated with existing ticketing systems
• Ensure that all changes are meticulously documented and communicated to facilitate rapid incident resolution and minimize risk
• Supervise the NOC operations, consolidating L1 and L2 support functions to improve monitoring and incident response
• Implement robust monitoring, alerting systems, and escalation protocols to ensure prompt incident resolution
• Lead daily standups and cross-departmental meetings to coordinate DR tests and change implementations
• Act as the primary liaison between product, technology, and executive teams, ensuring transparent and effective communication
• Develop business cases for process improvements and present technical insights to non-technical stakeholders

Preferred Qualifications

• Familiarity with SOC standards and audit requirements related to change management
• Experience with modern monitoring tools and incident management platforms
• Ability to work in a fast-paced, dynamic environment while managing multiple priorities

Benefits

• Health, vision, and dental insurance
• Accident and life insurance
• 401k matching
• Paid-time off
• Education reimbursement