Systems Engineer – Manager, Operations

🔥 7 minutes ago

🇺🇸 United States – Remote

💵 $121k - $164k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Systems Engineer

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MRO

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

☁️ SaaS

📋 Compliance

💰 Series unknown on 2019-11

Healthcare • SaaS • Compliance

MRO is an enterprise healthcare software company that provides a Clinical Data Exchange Platform (CDXP) and modular solutions to securely curate, normalize, and exchange clinical data across providers, payers, registries, and clinical data requesters. MRO helps hospitals, health systems, ambulatory practices, and payers streamline release of information, compliance workflows, MIPS/quality reporting, ACO tracking, and clinical intelligence by connecting to hundreds of disparate EHRs, reducing administrative burden and accelerating patient-focused care delivery. The company emphasizes security and regulatory compliance and has been recognized with Best in KLAS awards for Release of Information.

📋 Description

• Lead, coach, and support a team of Systems Engineer analysts responsible for daily infrastructure operations, incident response, service requests, monitoring, maintenance, and documentation • Manage incoming work, backlog, ticket queues, priorities, assignments, and escalation paths • Coordinate analyst response to incidents, recurring issues, service degradation, capacity concerns, and operational risks • Serve as the primary escalation and coordination point for analyst workflow • Ensure analysts follow runbooks, documentation standards, change management practices, access procedures, and operational controls • Support infrastructure changes, patching, upgrades, certificate renewals, deployments, and maintenance windows • Review ticket quality, operational documentation, knowledge-base articles, and runbooks • Track operational performance, workload distribution, SLA adherence, incident trends, and improvement opportunities • Promote cross-training, knowledge sharing, and analyst skill development across infrastructure services • Conduct one-on-one meetings, performance feedback, goal setting, staffing coordination, and career development activities • Partner with leadership to improve support processes, monitoring and alerting practices, operational readiness, team procedures, and workflows • Communicate with engineering, security, application, network, business, vendor, and technical stakeholders

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, Business Information Systems, or a related field, or equivalent combination of education, technical experience, service management experience, and leadership experience • 5+ years of experience in systems engineering, infrastructure services, enterprise application services, technical service management, software tooling administration, or a related enterprise IT role • 3+ years of experience leading, managing, supervising, mentoring, or coordinating technical teams responsible for infrastructure services, application services, software tools, or operational support functions • Strong working knowledge of Microsoft Windows Server operations, production infrastructure support, virtualization, application services, identity services, certificates, monitoring, and related enterprise platforms • Working understanding of enterprise networking concepts and operational dependencies, including DNS, DHCP, routing, firewalls, VPN, load balancing, certificates, and secure connectivity • Experience managing incident response, ticket queues, service requests, escalations, change records, and operational documentation using IT service management platforms such as Jira Service Management • Experience using monitoring and observability tools such as DataDog, SolarWinds, Azure Monitor, or similar platforms • Ability to prioritize competing operational demands and make sound decisions in production support situations • Strong written and verbal communication skills • Demonstrated ability to develop team members, improve processes, reinforce accountability, and sustain reliable service delivery • Preferred: Experience leading distributed or remote technical teams • Preferred: Knowledge of Active Directory, Entra ID, Okta, group policy, and account lifecycle processes • Preferred: Experience with PowerShell or other scripting tools • Preferred: Experience supporting operational readiness, post-incident reviews, continuous improvement, process documentation, and cross-functional technical coordination • Preferred: Relevant industry certifications such as Microsoft, Cisco, AWS, VMware, Nutanix, NetApp, Check Point, ITIL, or equivalent certifications

🏖️ Benefits

• Annual cash bonus eligibility • Medical insurance • Dental insurance • Vision insurance • Life insurance • 401(k) plan • Remote work arrangement