Senior Manager, Systems Engineering & Operations

We're looking for a highly skilled and experienced Support Manager to lead our technical support team. The ideal candidate will have a background in technical support or Site Reliability Engineering (SRE) and will be the primary driver for ensuring the reliability, performance, and security of our services in a hybrid on-premises and cloud-based environment. This role requires a leader who can blend deep technical knowledge with exceptional management skills.

• Incident & Problem Management: You'll be the primary escalation point, leading your team through critical incidents and ensuring effective resolutions. You'll perform root cause analysis to prevent future issues.
• Team Leadership & Development: You'll lead daily stand-up meetings to set priorities, provide coaching in one-on-one sessions, and foster a culture of continuous learning. An understanding of Agile methodologies is key to managing your team's workflow.
• Change & Release Management: You will oversee and approve all planned system changes and maintenance to minimize risk and service disruption.
• Cross-Functional Collaboration & Strategy: You will act as a key liaison between the support team and other departments, ensuring operational documentation is accurate and up-to-date. You'll also work with engineering and product teams to provide feedback on customer pain points and contribute to long-term strategic initiatives.
• Performance Monitoring & Analysis: You'll proactively analyze metrics from tools like Splunk to identify potential issues before they impact performance.

Required Skills & Experience

• Proven experience in a technical support management or SRE leadership role.
• Deep knowledge of public cloud platforms, specifically AWS and/or Google Cloud.
• Strong API troubleshooting skills and a solid understanding of API Gateway concepts.
• Hands-on experience with monitoring and logging tools like Splunk.
• Familiarity with containerization and orchestration technologies, especially EKS, OpenShift (OCP), and Tanzu.
• Experience with enterprise integration platforms, such as IBM Integration Bus (IIB) and WebSphere, or similar technologies.
• Strong understanding of ITIL principles, particularly end-to-end incident and change management including participation in Change Advisory Board (CAB) meetings.
• Experience with Confluent (Kafka), Cloud DBs (Postgres and Dynamo), Oracle DBs, security protocols (for example ForgeRock), Network protocols, certificate management, Jira.
• Excellent problem-solving and communication skills.

Desired Skills & Experience (A Plus)

• Experience in the healthcare industry or with healthcare-specific technologies like EDIFECS/EDI transactions.
• Previous experience managing support in an environment subject to regular audits (e.g., HIPAA, SOC 2).
• Hands-on experience with Apigee Gateway.
• Relevant certifications such as AWS Certified Solutions Architect, Google Cloud Professional, or ITIL Foundation.

• You bring proven experience in a technical support management or SRE leadership role, demonstrating the ability to lead and mentor technical teams.
• You bring a deep understanding of complex technical environments, including public cloud platforms like AWS and Google Cloud, container orchestration, and enterprise integration platforms.
• You bring a proactive mindset for monitoring and analysis, using tools like Splunk to get ahead of issues.
• You bring strong collaboration skills, with the ability to work effectively with engineering, product, and other teams to drive strategic solutions.
• You bring a commitment to quality, ensuring robust change management processes and up-to-date documentation.

By joining our team, you'll make a significant impact on our operations and technology stack. You'll gain valuable experience working at the intersection of healthcare, technology, and security. As a key leader in a fast-paced environment, you'll help shape the future of our support organization, joining a fantastic team that is focused on delivering for our members.

High school degree or equivalent required unless otherwise noted above

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting.  We may ultimately pay more or less than the posted range, and the range may be modified in the future.  An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs and affordability.

This job is also eligible for variable pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.

Note:  No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

WHY Blue Cross Blue Shield of MA?

We understand that the confidence gap and imposter syndrome can  prevent  amazing candidates coming our way, so please don’t hesitate to apply. We’d love to hear from you. You might be just what we need for this role or possibly another one at Blue Cross Blue Shield of MA. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be brilliant. We encourage you to bring us your true colors, , your perspectives, and your experiences. It’s in our differences that we will remain relentless in our pursuit to transform healthcare for ALL.

As an employer, we are committed to investing in your development and providing the necessary resources to enable your success. Learn how we are dedicated to creating an inclusive and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path by visiting our Company Culture page. If this sounds like something you’d like to be a part of, we’d love to hear from you. You can also join our Talent Community to stay “in the know” on all things Blue.

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. For more information on how we work and support that work/life balance visit our "How We Work" Page.