Job#: 3040297 : Operations Support, Sr. Manager Business Title Operations Support, Sr. Manager

Job Title / Code / Grade For HR use

Reports To VP, Contact Center Platforms & Services

Employee Headcount To be confirmed based on final operating model

Number of Direct Reports To be confirmed

Budget Managed No direct budget ownership. Accountable for support cost transparency, forecasting inputs, and optimization of MSP and automation cost drivers.

Role Continuity Ongoing role

Workstream Contact Center Technology Services

Location / Work Model To be confirmed

- Position Summary (Purpose of Job)

The Operations Support Senior Manager leads the production support capability for the Contact Center Technology Services portfolio across voice, chat, email, SMS, fax, digital agents, agent and supervisor experiences, and the integrations that enable those services. This role is accountable for L1 and L2 support delivery, major incident leadership, problem management, operational readiness, service communications, and managed service provider performance. The leader will build a deep understanding of the customers, users, business processes, platforms, integrations, and service dependencies supported by the team so that incidents are prioritized by business impact and the right technical and business stakeholders are engaged quickly.

The role is also responsible for transforming support from a predominantly manual model to an automation-first operating capability. Working hands-on with support engineers and in close partnership with engineering, service management, security, and business teams, this leader will develop and operationalize the agents, APIs, knowledge, telemetry, runbooks, monitoring, alerting, and self-service capabilities required to detect, diagnose, resolve, and prevent issues at scale. Success requires equal strength in service leadership, customer communication, technical problem solving, and practical engineering enablement.

- Key Responsibilities

Priority / Responsibility Description Time

- Service Operations and L1/L2 Support Leadership

Lead day-to-day L1 and L2 support across the contact center technology portfolio. Establish clear intake, triage, escalation, on-call, handoff, and resolution practices. Ensure incidents and service requests are resolved against defined service levels, with effective coordination across internal teams, managed service partners, platform vendors, and business unit technology teams. 25%

- Automation-First Support Transformation

Define and execute the roadmap to reduce manual support effort and recurring operational toil. Partner with support engineers to design, build, test, deploy, and maintain support automation, including AI-enabled agents, workflow orchestration, diagnostic and remediation scripts, APIs, self-service capabilities, and automated quality controls. Treat automation as a durable product capability with ownership, controls, documentation, performance measures, and continuous improvement. 20%

- Major Incident, Problem, and Reliability Management

Serve as the operational leader for major incidents, establishing clear command, technical workstreams, decision rights, stakeholder communications, and recovery priorities. Drive blameless post-incident reviews, root cause analysis, corrective actions, and trend-based problem management. Ensure repeat incidents are reduced through permanent fixes, stronger controls, improved observability, resiliency engineering, and tested runbooks. 20%

- Observability, Knowledge, and Operational Readiness

Establish the monitoring, alerting, service health, knowledge management, and operational readiness standards required to support services at scale. Ensure alerts are actionable and connected to customer and business impact. Maintain current support documentation, service maps, dependency views, known-error records, recovery procedures, and launch-readiness criteria. Validate that new products, releases, integrations, and digital agents meet supportability requirements before production handoff. 15%

- Customer, Stakeholder, and Service Communications

Build strong relationships with business unit customers, service managers, engineering teams, and operational leaders. Translate technical events into clear business impact, audience-specific updates, executive summaries, and recovery expectations. Maintain proactive communication throughout disruptions, confirm service restoration with impacted users,



and follow up after incidents to demonstrate accountability and communicate prevention actions. 10%

- MSP, Performance, and Cost Management

Govern managed service provider delivery and vendor performance, including staffing, coverage, service levels, quality, escalation effectiveness, knowledge transfer, and improvement commitments. Define and report operational measures such as availability, incident volume and recurrence, response and restoration performance, automation coverage, manual effort reduced, backlog health, customer satisfaction, and cost to support. Provide transparent forecasts and recommendations for MSP, platform, tooling, and automation cost drivers without direct budget ownership. 5%

- Team Leadership and Continuous Improvement

Lead, coach, and develop a high-performing team with strong customer service, engineering, and operational disciplines. Create clear accountability, build technical depth, strengthen cross-training, and foster an environment of ownership, learning, and continuous improvement. Partner with service and engineering leaders to prioritize the operations backlog and reserve capacity for reliability, support automation, technical debt, and recurring issue elimination. 5%

- Minimum Job Qualifications (Knowledge, Skills, and Abilities)
- Demonstrated experience leading enterprise technology operations, production support, service delivery, or site reliability in a complex, multi-platform environment.
- Hands-on technical ability to help design and build operational automation using scripting, APIs, workflow platforms, AI agents, knowledge systems, monitoring tools, or comparable engineering capabilities. The role must be able to move beyond oversight and contribute directly to solution design, prototyping, troubleshooting, and implementation.
- Deep knowledge of incident, major incident, problem, change, release, service request, knowledge, monitoring, and event management practices. Strong working knowledge of ITIL, SRE, DevOps, or comparable service and reliability disciplines.
- Experience leading L1 and L2 support teams and coordinating escalation to L3 engineering, platform vendors, cybersecurity, infrastructure, and business technology teams.
- Ability to assess business impact quickly by connecting technical symptoms to customer journeys, user groups, operational processes, service dependencies, and regulatory or patient-impact considerations.
- Strong engineering judgment across distributed systems, SaaS platforms, cloud services, APIs, integrations, identity, network dependencies, data flows, and production diagnostics.
- Experience establishing observability and operational readiness practices, including service health indicators, actionable alerting, dashboards, runbooks, dependency mapping, production acceptance criteria, and resilience testing.
- Demonstrated success with root cause analysis, corrective action management, recurring incident reduction, and measurable elimination of manual operational toil.
- Experience managing MSPs or outsourced support providers through service levels, performance metrics, governance cadences, escalation paths, and continuous improvement commitments.
- Exceptional written and verbal communication skills, including concise executive communications, customer-facing incident updates, technical coordination, and post-incident reporting.
- Strong people leadership, coaching, prioritization, and cross-functional influence skills in an environment with shared accountability and competing priorities.
- Ability to support major incidents outside standard business hours and to establish sustainable on-call and escalation coverage.
- Business Experience and Education
- Bachelor's degree in Computer Science, Engineering, Information Systems, or a related discipline, or equivalent practical experience.
- Typically 8+ years of relevant professional experience in technology operations, support engineering, service delivery, platform operations, SRE, DevOps, or related fields, including experience leading teams or major operational capabilities.
- Proven experience operating business-critical services in a large enterprise, regulated industry, contact center,



healthcare technology, or similarly complex environment.
- Demonstrated experience implementing automation that improved service reliability, reduced manual effort, accelerated restoration, or increased support scalability.
- Preferred Qualifications
- Experience supporting contact center and customer engagement technologies such as CCaaS, telephony, CRM, workforce engagement, quality management, knowledge management, conversational AI, and digital agent platforms.
- Experience with ServiceNow or a comparable ITSM platform, including incident, problem, change, knowledge, service mapping, event management, workflow automation, and reporting capabilities.
- Practical experience with Python, PowerShell, JavaScript, SQL, REST APIs, JSON, Git-based development, CI/CD, infrastructure or configuration automation, and cloud-native observability tools.
- Experience designing or operating AI-enabled support solutions, including agent orchestration, retrieval and knowledge grounding, human-in-the-loop controls, auditability, performance monitoring, and safe fallback or escalation patterns.
- ITIL, SRE, cloud, DevOps, service management, or relevant platform certifications.
- Experience in healthcare, life sciences, or another regulated environment.
- Measures of Success
- Reliable L1 and L2 support performance with clear ownership, effective escalation, and consistent customer communications.
- Declining repeat incidents and measurable closure of corrective actions from problem management and post-incident reviews.
- Growth in automation coverage, self-service, automated diagnosis and remediation, and reduction of manual operational toil.
- Improved service visibility through actionable alerting, current runbooks, service dependency knowledge, and production readiness controls.
- Transparent MSP performance and cost-to-support insights that inform staffing, sourcing, tooling, and automation decisions.
- Increased confidence from customers, users, service managers, and engineering partners in the responsiveness and quality of support.
- Physical Requirements

General office demands. Must be able to participate in virtual and in-person collaboration and support time-sensitive production incidents as required. Work model and location requirements will be confirmed by the hiring team. Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning.

We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico. Everforth Apex Benefits Overview:

In terms of career development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. © 2026 Everforth, Inc. All rights reserved.

Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.

NYSE: EFOR

4400 Cox Road

Suite 200

Glen Allen, Virginia 23060

Everforth Apex is an equal prospect employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

Everforth

Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or (phone hidden). (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex.

📌 Sr. Manager, Support Engineering & Automation - Contact Center Technology (Toronto)
🏢 Apex Systems
📍 Toronto