Manager, Epic Systems

🕒 May 19

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OCHIN, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

🤝 Non-profit

☁️ SaaS

🤝 B2B

Non-profit • SaaS • B2B

OCHIN, Inc. is a nonprofit health IT consultancy that partners with rural and community care organizations across the United States to advance equitable, whole-person care. For more than 25 years it has provided access to a shared EHR platform and integrated knowledge solutions, and it delivers Health IT, workforce training, operational/financial consulting, research, and advocacy to improve clinical quality, clinician well‑being, and sustainability for its national network of community health providers.

📋 Description

• Owns the reliability, performance, availability, and lifecycle management of the Epic technical environment, ensuring continuity for critical clinical and business operations. • Leads, develops, and motivates the Epic technical team (Server Systems and Client Systems), building a high-performing, scalable organization aligned to OCHIN and member needs. • Provides leadership oversight for Epic Server Systems operations, including the Epic operational database (ODB), backups, monitoring, performance, capacity planning, and high availability. • Provides leadership oversight for Epic Client Systems services, including Hyperspace, Hyperspace Web, and supporting Web and Service Servers (Interconnect, Kuiper, Epic Print Service (EPS), BCA, BI RESTful, Reverse Proxy (ARR), and System Pulse). • Ensures effective 24x7 operational coverage, including incident response, escalation management, and after-hours support for Epic technical services. • Sets, enforces, and continuously improves operational standards (monitoring, patching, access controls, configuration baselines, and runbooks) to meet uptime, capacity, and security requirements. • Owns incident, problem, and change management practices for in-scope Epic technical platforms, including root cause analysis, corrective actions, and risk mitigation to minimize disruption to members. • Partners with Epic application owners and cross-functional IT leaders to deliver technical capabilities, align priorities, and coordinate timelines, dependencies, and maintenance activities. • Establishes team priorities and aligns work to organizational goals, ensuring projects and operational activities are delivered on time and within budget. • Monitors and reports on service performance metrics (e.g., availability, incident response, throughput/latency, capacity utilization), driving accountability and continuous improvement. • Communicates Epic technical performance, incidents, risks, and planned changes clearly and proactively to leadership, internal stakeholders, and OCHIN members. • Oversees onboarding, training, and ongoing staff development, ensuring team members have the tools, resources, and support to succeed. • Maintains vendor relationships, contract management, and budget accountability for Epic technical infrastructure services. • Fosters a culture of accountability, collaboration, and continuous improvement. • Performs other duties as assigned.

🎯 Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent combination of education and experience • 7–10+ years of progressive experience in infrastructure engineering or operations, including experience supporting enterprise application platforms in 24x7 production environments • 3–5 years of experience managing a remote team of 10, including performance management, team development, and delivery ownership • Demonstrated experience leading teams responsible for Epic technical infrastructure, including one or more of the following: Epic operational database (ODB) operations (availability, performance, backups, and capacity), Epic client and presentation tiers (Hyperspace and Hyperspace Web), Epic web and service servers (Interconnect, Kuiper, Epic Print Service (EPS), BCA, BI RESTful, Reverse Proxy (ARR), and System Pulse) • Experience supporting high-availability environments, including disaster recovery and business continuity planning and testing • Experience establishing and maintaining service levels (SLAs), reliability targets, and operational metrics • Demonstrated ownership of incident management, root cause analysis, and continuous service improvement initiatives • Strong communication skills, with the ability to clearly convey complex technical concepts to leadership, cross-functional IT teams, and members/non-technical stakeholders • Experience leading change management practices in enterprise environments, including planning and coordination of technical changes and minimizing operational disruption • Experience with or leading ITIL-based processes, including change, incident, and problem management • Experience managing or influencing technology costs, vendor relationships, and/or consumption management

🏖️ Benefits

• generous compensation package • supporting our employees’ entire well-being • fostering a healthy work-life balance • opportunity for professional advancement