Job Specifications
Ready to help us transform healthcare? Bring your true colors to blue.
What We Need
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.
What You'll Be Doing (Your Day-to-Day)
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.
What We're Looking For
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.
What You Bring
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.
What You'll Gain
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.
Minimum Education Requirements
High school degree or equivalent required unless otherwise noted above
Location
Boston
Time Type
Full time
Salary Range: $157,320.00 - $192,280.00
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 be
About the Company
Blue Cross Blue Shield of Massachusetts is a community-focused, tax-paying, not-for-profit health plan headquartered in Boston. We have been a market leader for over 80 years, and are consistently ranked among the nation's best health plans. Our daily efforts are dedicated to effectively serving our 3 million members, and consistently offering security, stability, and peace of mind to both our members and associates. As an employer, we are committed to investing in your development and providing the necessary resources to en...
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