Note: The job is a remote job and is open to candidates in USA. Sectra is a leading provider of enterprise medical imaging and healthcare IT solutions used by hospitals and health systems across the United States. The Technical Operations Manager leads technical deployment, operational stability, escalations, and continuous improvement for customer environments while managing and developing engineering teams. The role partners with program management, customer success, and other teams to align technical execution with customer priorities and long-term portfolio strategies.
Responsibilities
- Serve as a key technical and support-facing partner for customers within your assigned portfolio
- Provide technical leadership across customer deployments, ongoing operations, upgrades, and other complex technical initiatives
- Lead the response to technical escalations, incidents, and complex support issues impacting customer environments
- Oversee incident management activities, ensuring strong coordination, communication, resolution, and follow-through
- Ensure the technical integrity, stability, scalability, and long-term supportability of customer solutions
- Assess technical feasibility, dependencies, risks, and readiness of delivery plans and timelines
- Drive continuous improvement efforts to streamline deployments, strengthen operational performance, reduce incidents and rework, and proactively address technical debt
- Lead, coach, and develop engineering teams responsible for customer delivery and ongoing technical operations
- Serve as the hiring manager for engineering roles, building teams with the right staffing levels and mix of technical competencies
- Develop the capabilities needed within the engineering team to support both current customer needs and longer-term portfolio strategies
- Identify competency and development needs and support training, onboarding, knowledge sharing, and continued technical growth
- Set clear expectations, provide regular feedback, and create accountability for individual and team performance
- Support engineers in their continued development through coaching, career conversations, and opportunities to take on increased responsibility
- Foster a collaborative environment that encourages curiosity, ownership, continuous learning, and knowledge sharing
- Manage the near-term technical and operational backlog for portfolio engineering teams
- Ensure engineering teams operate in alignment with Sectra Customer Operations guidelines and agile ways of working
- Lead sprint planning, backlog refinement, and retrospectives in partnership with the Program Manager
- Balance customer priorities, operational needs, technical risk, and engineering capacity when planning work
- Ensure clear ownership and follow-through across technical deliverables, incidents, and improvement initiatives
- Monitor engineering workload and capacity to ensure resources are effectively aligned with customer and portfolio priorities
- Partner closely with Program Managers to align technical execution with overall delivery plans, priorities, and timelines
- Collaborate with Customer Success Managers to align technical priorities with long-term portfolio plans and customer strategy
- Work across Customer Operations and other Sectra teams to solve complex technical challenges and coordinate resources
- Communicate technical risks, dependencies, resource needs, and operational priorities clearly to technical and non-technical stakeholders
- Bring the engineering perspective into portfolio planning and customer discussions to help shape strong, sustainable solutions
- Travel as required for internal and customer engagements, up to 25%
Skills
- • 10+ years of progressive technical or IT experience, ideally within complex enterprise technology environments
- • 5+ years of people management experience, with demonstrated success leading, developing, and building technical or engineering teams
- • Strong technical foundation with the ability to understand complex systems, integrations, infrastructure, and operational dependencies
- • Experience leading technical teams responsible for customer delivery, operations, support, or a combination of these areas
- • Demonstrated experience leading technical escalations and high-impact customer or production incidents
- • Strong understanding of incident management, root cause analysis, problem management, and continuous improvement practices
- • Experience managing engineering capacity, technical backlogs, competing priorities, and resource needs
- • Demonstrated ability to hire, coach, develop, and retain technical talent while building capabilities that evolve with customer and business needs
- • Strong customer-facing skills with the ability to establish credibility and communicate effectively with technical teams, customer stakeholders, and senior leadership
- • Experience collaborating across project, program, customer success, product, and technical teams
- • Ability to balance immediate operational priorities with longer-term technical health, scalability, and customer needs
- • Strong judgment, ownership, organization, and decision-making skills, particularly in complex or high-pressure situations
- • Travel as required for internal and customer engagements, up to 25%
- • Bachelor's degree in Computer Science, Engineering, Information Technology, or a related technical field, or equivalent practical experience
- • Experience within healthcare IT, medical imaging, or another highly available or regulated technology environment
- • Experience supporting large-scale enterprise or multi-site customer environments
- • Knowledge of enterprise infrastructure, networking, databases, integrations, cloud technologies, or related technical disciplines
- • Familiarity with RIS, PACS, DICOM, HL7, FHIR, or other healthcare interoperability technologies
- • Experience with agile methodologies, sprint planning, backlog refinement, retrospectives, or similar engineering processes
- • Experience working within a global organization or with distributed technical teams
Benefits
- Performance-based incentives
- Generous paid time off policy
- Competitive Medical, Dental & Vision Plans
- Paid Parental Leave
- Employee Assistance Program (EAP)
- 401K matching
- A professional workplace with fantastic colleagues, who also have fun at work
- A work environment where your voice will be heard and where your efforts make a difference
- The ability to work with products that bring real benefits to society
- An environment that features technically advanced systems and where patient safety and efficient workflows are key aspects
- An international environment with the opportunity to work in, or with, other countries and cultures
- Comprehensive benefits
- Retirement plan with matching
- Career development programs
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