Great HealthWorks

Manager

• Lead Great HealthWorks' Network Operations and Telecommunications teams
• Directly manage and mentor System Administrators, Systems Engineers, Telecom Administrator, and Telecom Engineer/Architect roles
• Set technical priorities and maintain high standards for quality
• Review designs and configurations, resolve complex technical problems, and lead major incidents
• Make voice platform and contact center architecture decisions
• Hire and retain technical talent, conduct performance reviews, and manage staffing and on-call coverage for a 24/7 environment
• Serve as the primary day-to-day operational and escalation owner for Network Operations and Telecommunications
• Communicate with business and IT stakeholders about service health, incidents, and project status
• Translate technical issues into business impact, risk, and next steps for non-technical stakeholders and leadership
• Drive issue ownership and follow-through, including mitigation plans and target resolution timelines
• Coordinate across IT, vendors, and business teams on cross-functional work and vendor commitments
• Monitor service health, aging issues, recurring problems, and operational risk
• Define escalation criteria and independently resolve issues within the role's ownership
• Own network security, firewalls, routing and switching, EDR, and DNS filtering
• Own enterprise storage, XCP-NG virtualization, Windows and Linux server administration, Active Directory, and Okta
• Own Microsoft 365 administration and develop the team's SharePoint administration capability
• Own AWS, Cloudflare, SaaS integrations, server backup, and disaster recovery
• Maintain PCI compliance, ensure SLAs are met, and drive capacity planning and scripting/automation practices
• Operate the custom-built phone system, voice and data carrier services, and contact center platform
• Manage carrier relationships, SLAs, and invoicing; monitor the InvGate telecom service ticket queue and drive escalations to resolution
• Ensure contact center, voice platform, speech IVR, and SMS integrations remain supported and issues are triaged quickly
• Scope infrastructure and telecom projects, gather requirements, build schedules, and keep initiatives on track
• Require runbooks for recurring operational and change work and validate outcomes after major changes
• Manage vendor and carrier relationships and contracts
• Build business cases for technology investments
• Own the network, systems, and telecommunications budget

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Network Infrastructure Manager