Technical Operations Manager

Faulkner Consulting Group is seeking an experienced Technical Operations Manager
, to join our consulting team at Health Source RI (HSRI), Rhode Island's health insurance exchange. The Technical Operations Manager will lead process analysis, functional design, system optimization, and cross-functional initiatives to improve operational effectiveness and support organizational growth. This role reports to the Deputy Director of Technical Operations at Health Source RI.

This position serves as the central point of contact for all of HSRI's technology interfaces and Integrated Eligibility System (IES) needs. The Technical Operations Manager will become deeply immersed in the State's IES, oversight and release management process, and must develop a keen understanding of standard SDLC processes, a working knowledge of the IES application and its technical and functional design, and a clear grasp of HSRI's major technical needs and priorities as driven by customer impact, federal regulations, and compliance requirements.

The Technical Operations Manager will also develop familiarity with the technical platforms of HSRI's other vendors — including the call center, website, financial management system, and QHP carriers — and understand how they interconnect with and impact the IES. This position plays a critical role in HSRI's functional and technical teams overseeing operations of the state's eligibility and enrollment system (RI Bridges).

The successful candidate needs to bea highly analytical and collaborative professional to bridge business needs and technology solutions.

• Represents HSRI at all meetings critical to the IES release management process, from problem management through SIT/UAT to release and post-release validation.
• Manages HSRI's defect/design prioritization process, working collaboratively within the larger interagency IES and state team; identifies areas of alignment with other agencies and determines the best use of IES design hours.
• Creates Business Requirement Requests (BRR), Service Requests (SR), and Operational Requests (OR) submitted on behalf of HSRI, with input and support from the HSRI Operations team.
• Provides approvals for major IES issues requiring data and code fixes or design changes.
• Oversees the post-release validation process as part of system updates and manages ad-hoc validation requests.
• Provides release notes for system updates for purposes of training and general awareness.

• In collaboration with the UAT manager, serve as one of HSRI's business point of contacts for SIT and UAT, including forming recommendations and giving approval of testing scenarios, working with UAT staff to address questions and concerns, and providing business approval of test results.
• Executes regular quality checks to investigate and test for system errors.
• Evaluates key performance indicators (KPIs) to ensure optimal system functionality.
• Supports HSRI's annual programmatic audit through system testing and KPIs.

• Works with HSRI's Operations team to identify, report, and prioritize defects or issues; participates in IES command center, problem management, and design sessions as needed.
• Monitors IES impact on HSRI operations; oversees the volume of problem tickets and incidents, analyzes the length of time incidents remain open, escalates unresolved issues to the IES vendor team, assesses urgency and impacted customer groups, and communicates key issues to HSRI leadership.
• Reviews and approves system data fixes.

• Participates in technical design meetings for system fixes and enhancements and provides project management support during technical review meetings with the system's vendor.
• Serves as a key point of contact for the RI Bridges (IES) vendor and other technical vendors, managing the day-to-day working relationship and ensuring vendor responsiveness and accountability
• Reviews and approves vendor-submitted deliverables, including design documents, release notes, data fix proposals,…