Supervisor, Integrated Operations (Hybrid Work Schedule)

Date: Jan 4, 2023

Location: Rancho Cucamonga, CA, US

Company: Inland Empire Health Plans

Job Requisition ID: 7599 


Position Summary/Position


Under the direction of the End User Support Manager, the IT Supervisor, Integrated Operations will lead a team of L2 Operations Engineers focused on overall monitoring of the Infrastructure/Application landscape and L1/L2 support/troubleshooting activities including but not limited to patch management, incident management, health checks, troubleshooting escalated tickets from Service desk, initial triage of all alerts from various monitoring systems, etc.  The Supervisor is also expected to be subject matter expert on observability tools (either Dynatrace or AppDynamics).

Major Functions (Duties and Responsibilities)


1. Team Leader – Lead, collaborate, and communicate in a team-based environment focused on problem solving, analytical thinking, teamwork, interpersonal skills, communication skills, proactive application monitoring, and technical troubleshooting
2. Application Performance/Infrastructure Monitoring - Using APM/ITIM tools to optimize application performance and identify performance bottlenecks in web applications, Infrastructure services(network, server performance, VMWare, SQL, Citrix, etc) and provide solutions. Identify opportunities through APM/ITIM tool and perform root cause analysis for insights gained from User Experience tools like Dynatrace/AppD. Partner with application development, application support, and other IT infrastructure resources to define measurement frameworks, develop KPI's and performance dashboards. 
3. Design and Support – The supervisor will also act as a subject matter expert responsible for overall design, and implementation of Application Monitoring and User Experience Analytics tools. The Integrated Ops supervisor will research the exiting tools and solutions and will recommend means of enhancing the architecture to gain insights and improve overall Infrastructure/Application Owners’ experience.
4. Patch Management – The supervisor of integrated operations will be responsible for all patch management activities across the enterprise(server and end points) 
5. Monitoring and SOP Based Troubleshooting – The Integrated Ops team will be responsible for overall monitoring of Application/Infrastructure landscape and will perform initial triage for all reported alerts in the various monitoring tools
6. Communication Skills – Effectively conveys information and expresses thoughts and facts clearly, orally and in writing; demonstrates effective use of listening skills; displays openness to other people’s ideas and thoughts.
7. Identify automation opportunities for all repeat activities and work toward implementation
8. Proactive application monitoring, timely health checks and balances, on-call support for key deployments and/or production support needs.
9. Navigate and support Incident and Change Management processes with an end-to-end understanding of system workflows and technology infrastructure.
10. Configure and monitor new alerts, as needed, to prevent production issues from affecting application availability.
11. Create dashboards to publish alerts or proactively identify issues raised after key releases to keep all applications and processes performing optimally.  Communicate changes to community.
12. Provide ongoing technical support to remote area networks, Internet, and VPN communications.
13. Drive identification, assessment, and execution of ongoing process improvement opportunities for the benefit of equipment reliability, serviceability, and operations productivity
14. Develop and implement policies and standards to ensure security procedures are followed.
15. Documentation of systems and configurations (manuals, checklists, workflows, network diagrams, etc.).

Supervisory Responsibilities

Leader: Administers Hires, Terminations, and Performance Reviews

Experience Qualifications

Eight (8) or more years of experience with design/administration of APM/ITIM products.
The following Eight (8) years of experience may be concurrent: 
1.    Exposure to monitoring and configuration management for scalable environments.
2.    Experience with script Python and powershell.
3.    Some Experience with DevOps and SRE activities / best practices.
4.    Proficiency in automating processes and integrating tools using REST APIs.
5.    Lead or supervisory capacity experience required.

Education Qualifications


Bachelor’s degree with a major in computer related field or similar technical field from an accredited institution required

Drivers License Required

Yes, must have a valid California Driver's License.

Knowledge Requirement


Strong knowledge of APM/ITIM tools like Dynatrace or AppDynamics. Proficiency with Microsoft Windows Server operating system, Microsoft Windows 10/11, Microsoft Office 2013/2016/O365 products: Word, Excel, PowerPoint, and Access.  Solid understanding of TCP/IP networking, Citrix, VDI knowledge.

Skills Requirement


Strong planning, organization, critical thinking, decision-making and communication (verbal and written) skills. 

Commitment to Team Culture


The IEHP Team environment requires a Team Member to participate in the IEHP Team Culture. A Team Member demonstrates support of the Culture by developing professional and effective working relationships that include elements of respect and cooperation with Team Members, Members and associates outside of our organization.

Working Conditions


Word processing and data entry involving computer keyboard and screens, distribution of supplies and equipment to in-house departments.  Must be able to lift, push or pull up to 50 lbs.  Items weighing more than 50 lbs. will require assistance when moving.  Back support belts must be worn when lifting, pushing, or pulling items. Projects involving lifting server appliance weights up to 50 lbs. and heavy eye strain with computer monitors.

Work Model Location


Physical Requirements

Keyboarding: Traditional - FREQUENTLY
Keyboarding: 10-Key - FREQUENTLY
Keyboarding: Touch-Screen - FREQUENTLY
Near Visual Acuity - FREQUENTLY
Communicate: Information/ideas verbally - FREQUENTLY
Regular contacts: co-workers, supervisor - FREQUENTLY
Understand and follow direction - FREQUENTLY
Regular and reliable attendance - CONSTANTLY
Hearing: One-on-One - FREQUENTLY

A reasonable salary expectation is between $118,248.00  - $150,779.20, based upon experience and internal equity.


Inland Empire Health Plan (IEHP) is the largest not-for-profit Medi-Cal and Medicare health plan in the Inland Empire. We are also one of the largest employers in the region. With a provider network of more than 7,000 and a team of more than 2,500 employees, IEHP provides quality, accessible healthcare services to more than 1.5 million members. And our Mission, Vision, and Values help guide us in the development of innovative programs and the creation of an award winning workplace. As the healthcare landscape is transformed, we’re ready to make a difference today and in the years to come. Join our Team and make a difference with us! IEHP offers a competitive salary and a benefit package with a value estimated at 35% of the annual salary, including medical, dental, vision, team bonus, and state pension plan.


Nearest Major Market: Riverside
Nearest Secondary Market: Los Angeles