The Senior Manager, Operational Resilience is a strategic, results-driven leader responsible for advancing our incident management, disaster recovery, and change management programs. This role plays a critical part in ensuring business continuity, mitigating risk, and enhancing operational efficiency. The ideal candidate will bring a track record of designing and optimizing processes that drive cross-functional alignment and reduce business-impacting incidents, along with excellent communication skills for interfacing with technical teams and senior leadership.
Key Responsibilities
- · Incident Management:
- 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.
- Disaster Recovery (DR):
- 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.
- Change Management:
- 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.
- Network Operations Center (NOC) Oversight:
- 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.
- Collaboration and Leadership:
- 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.
Required Qualifications
- Experience & Expertise:
- 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.
- Analytical & Strategic Thinking:
- 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.
- Communication & Leadership:
- 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.
- Additional Skills:
- 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
Estimated salary range: $122,900 - $163,800
The base salary range represents the anticipated low and high end of the GHX’s salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX’s total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/
GHX: It's the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.
GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.
It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.
Disclaimer
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.
GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.
