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Information Technology

Systems Engineer - Tech Lead

  • Location: UPMC Global Technology Operations Centre
  • Job ID: SETLG001
  • Department: IT
  • Reports to: Director GTOC
  • Job Post Close Date: 02 October, 2022


Looking to advance your career in Healthcare Information Technology or have you considered applying your technical expertise to a different industry that has endless opportunities to innovate? Healthcare is on the verge of major technological disruption and UPMC is leading the way by leveraging its vast global patient reach, and acclaimed health IT innovations. UPMC’s Global Technology Operations Centre (GTOC) in Europe extends our innovation reach to global markets and is enabling the next generation of healthcare delivery solutions for our patients around the world.
UPMC, a not-for-profit US-based academic and multinational healthcare system, is expanding and localizing its industry leading IT services and innovation, to support its growing global presence. Located in the sunny southeast of Ireland and in the heart of Kilkenny’s growing tech cluster, UPMC’s Global Technology Operations Centre (GTOC) is building leading edge infrastructure and services that will enable the next generation of healthcare delivery solutions for our patients globally. 

As an extension of UPMC’s US-based operations, the GTOC team supports healthcare facilities in Ireland, Italy, and Asia. We want you to be part of our expanding team, where you can engage with clinical and business leaders, innovate new solutions, and realise first-hand how technology improves patient experience, paving the path for the future of healthcare. Come join our team of accomplished technologists who collaborate seamlessly across borders, develop global healthcare IT skills, and support optimal work / life balance through flexible work arrangements. 

Overview of the Post
Under the general direction of UPMC’s  Global Technology Operations Center leadership, the Systems Engineer – Lead is responsible for enterprise and critical applications deployed across UPMC’s international facilities. This position is accountable for developing and managing a team of highly qualified engineers who ensure the continued optimization and alignment of UPMC’s investment in systems, with the evolving business and clinical requirements across all functional areas. The engineering team will facilitate comprehensive programs and governance to appropriately select, maintain, support, and optimize systems such as core servers, cloud services, etc. Critical to this role, is a consistent focus on service delivery excellence which requires the ability and desire to thoroughly understand UPMC’s business and clinical models, exceptional communication skills between business, clinical, and technology professionals, and a disciplined approach to service delivery, project management, software management lifecycles, change management governance, vendor management, and performance management.  


Duties and Responsibilities

• Communication - Responsible for demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day to day work and projects.
• Recruit and develop a team of healthcare engineer experts, organized to deliver exceptional customer service and support, highly reliable and agile applications, and innovative solutions that enable the business to grow and succeed. The team will include direct and matrixed reports from local and international locations.
• Core Technology Concepts - Responsible for understanding of complex technologies and their use. Demonstrates initiative to learn about current and future technologies. The implementation and support for information security directives as mandated by UPMC policy and EU GDPR (General Data Protection Regulation).
• End user support - Responsible for coordinating troubleshooting for all issues. Triage and escalate issues as appropriate and communicate with other teams to resolve. Resolve complex end-user support issues independently. Responsible for assisting less experienced staff with end-user support issues. Responsible for ensuring there is resolution or that the end-user is connected with the appropriate resources for issues resolution.
• Interactions with Others - Successfully completes projects, tasks, and initiatives by embracing a team-first approach. Works in collaboration with team and offers feedback, where appropriate, to complete individual and group efforts. Shows the ability to adjust and be flexible to change by adapting approach when necessary. Mentors less experienced staff.
• Maintenance/Upgrades - Develops maintenance/upgrade plans with assistance of lead/expert. Responsible for maintenance and upgrades. Responsible for assisting with Disaster Recovery Plan
• Project Management – Responsible for time tracking and updating documentation.  Plan and lead projects, including staff coordination. Collaborate with other technical teams, as appropriate, for successful completion of project. Lead POC evaluations.
• Core Technology Concepts - Responsible for understanding of complex technologies and their use. Demonstrates initiative to learn about current and future technologies. The implementation and support for information security directives as mandated by UPMC policy and EU GDPR (General Data Protection Regulation).
• Self-Development - Responsible for continuous self-study, trainings, partnering with more senior members of team, and/or seeking out opportunities to broaden scope to stay up to date with industry and organizational trends. Seeks feedback from senior team members for development and effectively incorporates feedback into work and behaviors.
• Troubleshooting/Critical Thinking - Independently resolve issues. Mentor less experienced staff with issue resolution.  Responsible for documentation of resolutions for the team.
• Develops and maintains a disciplined documentation strategy to ensure complete and updated set of functional and technical requirements, evaluation criteria, process flows, operational routines, training materials, etc. and are made available across the organization as appropriate.
• Manages time tracking and resource allocations across all projects and support activities. Produces reports to manage priorities and cost allocations across business units.
• Leads team in a collaborative manner within IT, and across all business units served. 
• Performs as a significant role in vendor management by maintaining oversight and escalations of all issues and product enhancements. Monitors vendor’s performance in accordance with purchasing, services, and support contracts. 
• In collaboration with applications team, facilitates direct end-user support escalations, incident response actions, and root cause analysis delivery upon resolution. 
• Manages flexible work arrangements with staff in alignment with business needs to include supporting evening and weekend application issues, upgrades, maintenance, and incident response. 
• Develops formal proposals for application investments to include budget, ROI, resource requirements, business case, success metrics, and timelines. 
• Develops and maintains budgets for the applications services functional area and all critical software systems in use across UPMC international facilities.
• Is flexible with working schedule based on business needs as they arise

The above Job Description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office.

Qualifications and Experience:

Qualifications / Education/Experience:

 • Supporting technologies such as VMware vSphere, vSAN, Windows Server, RHEL, Active Director, DNS, GPO, and other infrastructure systems. 
• Knowledge of scripting, vSAN, Backups, SAN storage solutions
• Experience with public cloud solutions, AWS, Azure, GCP, etc.
• Demonstrated understanding of the project management process
• Off hours support may be required. The frequency varies based upon business needs
• Typically has 7+ years' experience with complex systems environments through education or practical experience.
• Preferred qualifications / certifications: VCP and MCSE or equivalent
• Full clean drivers license 

This job description is intended to be an outline of the areas of responsibility. As UPMC Global Technology Operations Centre and the post holder develop, this job description may be subject to review considering the changing needs of the Centre. 

A $24 billion healthcare provider and insurer, Pittsburgh, Pennsylvania-based UPMC is inventing new models of patient-centred, cost-effective, accountable care. Working in close collaboration with the University of Pittsburgh Schools of the Health Sciences, UPMC shares its clinical, managerial and technological skills worldwide through its innovation and commercialisation arm, UPMC Enterprises, and through UPMC International. 
Providing high-quality healthcare in the South East since 2006, UPMC’s operations in Ireland now include UPMC Whitfield Hospital in Waterford, UPMC Kildare Hospital in Clane and UPMC Aut Even Hospital in Kilkenny. Outpatient care is available at the UPMC Carlow Outreach Centre, UPMC Hillman Cancer Centre radiotherapy locations at UPMC Whitfield and in Cork, the UPMC Sports Medicine Clinic at WIT Arena and the UPMC Concussion Network. UPMC is the Official Healthcare Partner of the GAA and GPA. 

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