Own Stability. Lead Operations. Protect Performance.
Dental Plan is seeking a Manager, IT Operations to oversee the stability, security, and reliability of our production IT environment. This role is responsible for end‑to‑end production operations and plays a key leadership role in ensuring systems are resilient, supportable, and compliant within a regulated healthcare environment.
The Manager, IT Operations partners closely with application delivery, infrastructure, and security teams to lead incident response, manage operational risk, and ensure operational readiness across all production deployments. This position requires a hands‑on leader who can balance strategic oversight with execution, communicate effectively during high‑impact situations, and drive continuous improvement across IT operations.
What You’ll Do
Operational Ownership & Production Management
- Own end‑to‑end production operations, including application workloads, batch jobs, integrations, infrastructure, and cloud environments across multiple U.S. time zones.
- Maintain ownership of production job schedules and inter‑system dependencies, ensuring reliable execution of batch, ETL, claims, and downstream processes.
- Establish and manage alerts and monitoring for job overruns, execution failures, performance degradation, and systemic slowness; ensure proactive remediation.
- Plan, approve, and communicate all planned production downtimes, coordinating with business stakeholders to minimize operational and member impact.
- Oversee production maintenance activities, including data purges, archiving, and system housekeeping aligned with retention and compliance policies.
Incident, Triage & Root Cause Management
- Lead production incident response and operational triage calls, ensuring timely resolution, clear communication, and stakeholder alignment.
- Own Root Cause Analysis (RCA) for significant incidents, driving corrective and preventive actions across teams.
- Track incident trends and systemic risks, escalating recurring issues and recommending long‑term remediation.
Release, Change & Access Governance
- Own production release timelines, coordinating with application, infrastructure, and vendor teams to ensure controlled, predictable deployments.
- Provide oversight of business and IT change management, identifying cross‑system, downstream, and regulatory impacts prior to approval.
- Approve and control all production administrative access, ensuring access is locked down, auditable, least‑privileged, and compliant with security policies before any changes are made.
Operational Readiness & Project Engagement
- Partner with project and delivery teams from Architecture Review Board (ARB) onward to ensure operational considerations are embedded early.
- Assess and approve operational readiness (monitoring, runbooks, support models, SLAs, access, rollback plans) before any production deployment.
- Act as the final operational gate for production go‑lives, ensuring systems are supportable, resilient, and compliant.
Compliance, Audit & Resilience
- Support and participate in audits, security scans, and regulatory assessments, including HIPAA and healthcare compliance requirements.
- Lead or support Disaster Recovery (DR) exercises, failover testing, and resilience planning; ensure lessons learned are implemented.
- Ensure operational processes, documentation, and controls meet internal governance and external audit expectations.
- Ensure compliance with HIPAA and other regulatory requirements across network and infrastructure operations, maintaining secure system configurations and enforcing access controls in alignment with corporate security policies.
Vendor & Team Leadership
- Manage vendor and managed‑service‑provider operational performance, ensuring adherence to SLAs, OLAs, and contractual commitments.
- Lead and mentor IT operations staff, setting clear expectations around accountability, escalation, and production ownership.
- Drive continuous improvement through automation, standardization, and operational maturity.
Reporting & Metrics
- Define and report on operational KPIs, including availability, incident trends, release success rates, batch/job performance, and mean time to resolution (MTTR).
- Provide regular operational insights and risk assessments to IT leadership and business stakeholders.
What You Bring
- Bachelor’s degree in Information Technology, Computer Science, or a related field
- 6+ years of experience in IT operations, including at least 2 years in a leadership role
- Experience supporting production environments in healthcare, insurance, or other regulated industries
- Strong knowledge of application management, infrastructure management, cloud technologies, and ITIL best practices
- Experience with monitoring, alerting, and automation tools
- Knowledge of cybersecurity principles, access controls, and disaster recovery planning
- Proven ability to lead incident response efforts and perform root cause analysis
- Strong problem‑solving, organizational, and communication skills
- Ability to collaborate effectively with cross‑functional technical and business teams
- Experience managing vendors or managed service providers in a production environment
Preferred Qualifications
- Experience supporting healthcare or dental insurance platforms
- Familiarity with provider network systems and claims or batch processing environments
- Experience driving operational maturity through standardization and automation
Why LIBERTY Dental Plan
At LIBERTY Dental Plan, technology plays a critical role in supporting access to care, operational excellence, and regulatory compliance. Our IT teams are trusted partners to the business, responsible for keeping systems stable, secure, and resilient in a highly regulated healthcare environment.
In this role, you’ll have the opportunity to:
- Own production stability for mission‑critical healthcare systems
- Influence how IT operations support members, providers, and business partners
- Collaborate with experienced leaders across technology, security, and delivery teams
- Drive meaningful improvements in reliability, resilience, and operational maturity
LIBERTY offers a collaborative environment where accountability, continuous improvement, and thoughtful decision‑making are valued.
Work Environment
- Professional, fast‑paced, and operationally focused
- Work involves incident response coordination, release planning, change governance, and cross‑functional collaboration
- Requires attention to detail, strong communication skills, and the ability to manage multiple priorities
- May include participation in on‑call rotations or after‑hours support for critical production events
- Operates within a regulated healthcare and compliance‑driven environment
Ready to Lead with Purpose?
If you are a hands‑on IT operations leader who takes ownership of system stability, thrives in complex environments, and values operational excellence, we invite you to apply.
Join LIBERTY Dental Plan and play a key role in ensuring the technology that supports our members and partners is reliable, secure, and built for the future.
