ECRI Institute Hiring for Senior Manager, IT Operations at Plymouth Meeting, PA  Full Time

The Senior Manager of IT Operations must live within driving distance of ECRIs headquarters in Plymouth Meeting, Pennsylvania and our Disaster Recovery hosting facility in Valley Forge, Pennsylvania. The Senior Manager of IT Operations serves as the primary on-site recovery lead in response to disasters or other protracted outages at ECRI’s Data Centers or headquarters.

WHY CHOOSE ECRI?

ECRI is an inspiring place to work. We share a common mission to help healthcare organizations make smart, compassionate, and ethical decisions for patients. Consider these additional benefits of joining the ECRI team:

• Industry leadership: We have a long history and proven reputation in patient safety and medical technology research.
• On-the-job-learning: You will have the opportunity to work with specialists across medical science, patient care, healthcare management, and technology.
• Comprehensive healthcare benefits: We offer medical, dental, vision, life insurance, accidental death and dismemberment, and disability coverage.
• Retirement Savings: Our employees can participate in an employer-matching 403(b) Retirement Savings Plan.
• Additional benefits: ECRI offers additional benefits to our employees, including paid time off and holiday pay, paid leave for parents, tuition assistance, employee assistance program, access to LinkedIn Learning, and other voluntary benefit programs (e.g. accident insurance, identify theft insurance, flexible spending accounts).
• Volunteer Program: ECRI Cares, our employee volunteer program, provides a framework for us to work together and make a difference in the lives of others. All employees are provided 16 hours annually of paid time to volunteer at preapproved ECRI Cares charities during normal business hours.
• Fully Remote: ECRI is a fully remote organization.

ABOUT ECRI

At ECRI, our passion for safe, effective, and efficient care is ingrained into the fabric of who we are and why we are here. For more than 50 years, the people of ECRI have been unyielding in their work to protect patients from unsafe and ineffective medical technologies and practices. Now, with the acquisition of the Institute for Safe Medication Practices (ISMP), we have created one of the largest healthcare quality and safety entities in the world.

As a non-profit, independent organization, we utilize an unbiased, evidence-based approach to develop guidance, and maintain our principles of integrity and transparent work. Our ethical standards have led us to adopt the industry’s strictest conflict-of-interest policies, and they are why tens of thousands of healthcare leaders worldwide rely on ECRI to guide their clinical, operational, and strategic decisions across all sites of care.

The Most Trusted Voice in Healthcare

ECRI is proud to serve the healthcare industry, from providers and insurers to government agencies, and medical associations. Our areas of focus include:

• Patient Safety: empowering leaders to eliminate patient harm through the dissemination of best practices, guidance, benchmarking, and recommendations.
• Evidence-Based Medicine: providing clinical evidence to inform and support decisions on the effectiveness of medical technologies, procedures, genetic tests, and clinical practice guidelines.
• Technology Decision Support: arming hospital systems with unbiased insights, so they can optimize their supply chain.

ECRI is the only organization worldwide to conduct independent medical device evaluations, with labs located in North America and Asia Pacific. ECRI is designated an Evidence-based Practice Center by the U.S. Agency for Healthcare Research and Quality and a federally certified Patient Safety Organization by the U.S. Department of Health and Human Services.

At ECRI, our passion for the truth drives us to go further and dig deeper in our pursuit to advance effective, evidence-based healthcare globally.

The success of our organization relies on the kind of creative thinking that can only result from a diverse team of individuals. ECRI is proud to be an employer of choice with an inclusive environment for all employees. As part of this goal and in compliance with various laws and regulations, ECRI provides reasonable accommodation to applicants and employees.

It’s what makes ECRI unique, and why we are the most trusted voice in healthcare.

POSITION SUMMARY

The Senior Manager of IT Operations leads ECRIs internal IT Service Desk, Infrastructure Operations and Engineering team, AD/M365 administration, IT Operational Security, and related IT support functions. With 600+ work from anywhere (WFA) users in the US and globally, 400+ Windows and Linux VMs, and mobile devices including Windows, Mac and iOS, the Senior Manager of IT Operations plays a critical role in delivering ECRIs products and consulting solutions to health systems and providers around the world. The Senior IT Operations Manager ensures hosting infrastructure uptime and performance, security hardening, and rapid outage/incident response.

Reporting to the Executive Director of IT Operations, this role requires proven, hands-on IT operations and engineering experience, as well as the ability to track emerging IT trends and implement Infrastructure upgrades to meet ECRIs evolving product strategies.

The Senior Manager of IT Operations must live within driving distance of ECRIs headquarters in Plymouth Meeting, Pennsylvania and our Disaster Recovery hosting facility in Valley Forge, Pennsylvania. The Senior Manager of IT Operations serves as the primary on-site recovery lead in response to disasters or other protracted outages at ECRI’s Data Centers or headquarters.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement:

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Essential Function Statement(s):

Leadership

• Lead a multi-disciplinary IT Operations team and vendor partners across Help Desk and Infrastructure Operations as a playing coach, remaining fully immersed in emerging technologies and demonstrating hands-on skills in one or more areas of network engineering, hosting operations, Azure AD/M365 management, IT security, etc., providing backup to one or more Infrastructure roles during team PTO.
• Actively align IT operations solutions and processes to ECRIs strategic IT vision.
• Embrace and facilitate ECRIs Cloud First hosting strategy.
• Oversee support of ECRIs Cisco infrastructure and VMWare hosting platforms.
• Ensure adherence to Data Center operational best practices and security standards.
• Prepare detailed work plans for IT Operations staff, monitoring for performance and progress, adjusting resource allocation and priorities as necessary.
• Lead the IT Operations team in embracing ECRIs mission, vision, goals, and objectives.
• Represent the IT Operations group on cross-functional, matrixed project teams.
• Maintain a positive, customer-focused emphasis as an IT team leader.

Daily Operations

• Coach IT Operations team performance to ensure achievement of select KPI’s.
• Drive adherence to ITIL change management best practices, ensuring stakeholder inclusion in planning, minimizing outage downtime during infrastructure updates.
• Ensure team-wide accountability to Service Desk ticket handling SLAs.
• Promote incident response and recovery management best practices.
• Coach the internal-facing Service Desk, ensuring timely first-touch engagement, prompt ticket closure, exceptional new-hire device delivery and end-user device maintenance experiences, while maximizing availability for ECRIs 95%+ remote workforce.
• Contribute to IT Operations budget development and monitor spending vs budget.
• Maintain healthy vendor relationships, coordinating with Accounting and Finance during the procurement process, verifying asset management controls, invoice approvals, etc.
• Advance IT Operations continuing alignment to ITIL v4 standards.
• Availability for 24×7 on-call escalation exclusive of PTO.

IT Security

• Oversee daily IT Operational Security in partnership with VP & Information Security Officer (ISO), advancing best practices in vulnerability management, patch management, infrastructure hardening, AD/M365 policy updates.
• Test, validate, and update Disaster Recovery plans, SRM configuration, etc.
• Schedule, execute, and report on periodic backup/restore tests.
• Responsible for IT Operations process and solutions alignment to multiple regulatory, operational best practice, data security, and privacy frameworks including NIST, HIPAA, HITRUST, PCI DSS, DoD, GDPR, FedRAMP, etc.

Additional Responsibilities:

• Other duties, as assigned.

Accountability Metric(s):

• Delivery of projects on time and on budget.
• Measurable streamlining of repetitive, manual processes through automation.
• Assist with migration of selected applications from on-prem to the Azure cloud.
• Planning and migration of on-prem servers to most current, fully supported version.

QUALIFICATIONS

Experience:

• 7 to 10 years of hands-on experience in network and/or hosting engineering and support, end-user and remote device support, IT security operations, etc.
• 4+ years leading one or more areas of IT Operations, including direct reports.
• Azure hosting, virtual networking, and cloud resource management.
• General M365 Administration.
• M365 Intune endpoint and policy management.
• M365 product administration, (Office 365, Teams, SharePoint, Exchange, etc.).
• M365 E5 Security and Compliance tools.
• Waterfall and Agile project management methods.
• Familiarity with or hands-on experience managing Cisco infrastructure.
• Familiarity with or hands-on experience managing Checkpoint firewalls.
• Knowledge of ITIL v4 Service Management and Change Management best practices.
• Experience using an ITSM platform for ticket management and infrastructure change control, (ie: ServiceNow, Jira Service Management, etc.).
• Excellent analytical, technical, organizational, interpersonal, and communication skills.

Education:

• A minimum of a bachelors degree in Computer Science, Management Information Systems, or similar majors or concentrations is required. A Masters degree in Business Administration, Information Systems, or similar majors is preferred.
• In lieu of a bachelors degree in Computer Science or Information Systems, a bachelors degree in another subject area plus a clear pattern of career growth in the field of technology management and leadership, (supporting the position requirements as outlined above), will be considered.

Computer Skills:

• Hands-on experience with infrastructure and hosting platforms and tools as noted in the description above (e.g. Cisco, CheckPoint, VMWare, M365, Windows, Linux, etc.).
• Proficiency with Infrastructure and endpoint management tools including Microsoft Intune, Defender, SCCM, and Purview, M365 E5 Security, JAMF, etc.
• Proficiency with the Microsoft 365 Suite of products (e.g., Word, Excel, PowerPoint).
• Microsoft Project and/or Saas-based project management products (Jira preferred).
• Experience with Visio and/or draw.io diagramming software.

Certifications & Licenses:

• Vendor certifications such as Cisco, CheckPoint, Microsoft, etc. are desired.

PHYSICAL DEMANDS

Update the below physical demand criteria, as applicable.

Other Physical Requirements

• Vision (Near)

WORK ENVIRONMENT

• Virtual Work Environment

#LI-Remote

Equal Opportunity Employer-Disability and Veteran

Last revised: January 20, 2023