TriCore Reference Laboratories

IT Support

• Develop and execute infrastructure and operations strategies aligned with enterprise priorities, business needs, risk direction, and available resources
• Lead managers accountable for System Engineering, Network Engineering, IT System Administration, Desktop Support, and IT Service Desk Support Technician functions
• Establish governance, service expectations, performance measures, and accountability for infrastructure operations and related technology services
• Direct infrastructure architecture, modernization, capacity, lifecycle, and technical debt planning across compute, storage, virtualization, network, backup, endpoint, cloud, and related platforms
• Govern architecture and investment decisions involving availability, resilience, scalability, supportability, security, recoverability, unsupported technology, and residual risk
• Own enterprise CMDB strategy and governance, including configuration data standards, service mapping, ownership, lifecycle status, business criticality, recovery priority, and data quality
• Govern CMDB and asset management integration with acquisition, change, incident, problem, disaster recovery, audit, and decommissioning processes
• Develop infrastructure resilience, backup, recovery, replication, immutability, and disaster recovery strategies
• Sponsor recovery validation and readiness reviews, hold managers accountable for remediation, and escalate material capability, risk, or funding gaps
• Lead infrastructure decision-making during major incidents and govern post-incident reviews, corrective actions, and unresolved-risk escalation
• Lead operating and capital planning, investment prioritization, financial performance, and vendor strategy for the assigned portfolio
• Build business and executive partnerships, communicate infrastructure performance and risks, support compliance and continuous improvement, and align infrastructure priorities with organizational objectives

Director, IT Infrastructure Operations

Customer Success Manager

• Provide excellent customer service on all transactions
• Communicate with patients, physicians, providers, and internal customers
• Resolve inquiries and issues accurately and promptly
• Respond to telephone, email, and written inquiries
• Perform duties under general supervision
• Provide first-level support for incoming calls using iCARE guidelines and customer service training
• Escalate complaints and complex issues to Client Engagement Leadership
• Participate in department metrics and goals to maximize quality and efficiency
• Read and understand Client Engagement and TriCore policies and procedures
• Perform other assigned duties as directed by leadership

Director, IT Infrastructure Operations

Client Engagement Specialist