Senior Manager, IT and Site Reliability Engineering

Planet DDS is a leading provider of a platform of cloud-based solutions that empowers growth-minded dental businesses. Now serving over 13,000 practices and 118,000 customers in North America, Planet DDS delivers a comprehensive suite of solutions, including Denticon Practice Management, Cloud 9 Ortho Practice Management, and Apteryx Cloud Imaging. Planet DDS is dedicated to enabling dental support organizations (DSOs) and groups to grow and thrive with technology that delivers seamless integrations, improved workflows, and future-proof scalability.

We are seeking a Senior Manager, IT and Site Reliability Engineering, to manage our internal corporate IT function as well as our external incident response function for our production operations. To be successful, the manager will need to be self-motivated, communicate clearly, and operate with a sense of urgency in a fast-paced environment. Providing production and IT support means that you will leverage your customer empathy to production incidents and to any other internal IT-related support requests. It will be crucial for you to gain a deep understanding of our systems and architecture and build a hands-on knowledge of support and observability tooling. You will need to be available to engage in any incident escalations 24x7. You will need to seek answers from subject matter experts in a variety of positions from architects to support staff, business leaders, and technically minded developers.

*This role is based out of the Irvine, CA office and requires you to be in the office on all working days.

Job Duties

Team Leadership:

• Supervise and lead a team of IT professionals and Site Reliability Engineers) including hiring, training, and performance management. The team will be comprised of both FTEs and contractors.

• Foster a collaborative and productive work environment within the Engineering organization.

• Use data and build metrics to measure the productivity of the resources within the team.
  
  Strategy and Planning:
• Develop and implement an IT strategy aligned with the organization's goals and objectives.
• Stay updated on the latest technological trends and advancements to drive continuous improvement.

• Identify and recommend technology solutions to improve efficiency and effectiveness.

• Develop incident response procedures and protocols.

• Develop strategy for 24x7 coverage of monitoring of services.

Production support

• Hands-on involvement in responding to production incidents.

• Be available on-call to respond to incidents and respond to alerts as defined in our SLAs.

• Create scripts to automate operational tasks and responses to alerts.

• Troubleshoot application and cloud platform issues.

• Conduct root cause analysis and own the post-incident management process.

Corporate IT:

• Oversee the maintenance and optimization of the organization's IT infrastructure, including servers, networks, hardware, and software.

• Ensure the availability and reliability of IT systems and services.

• Oversee all service desk functions and key Corporate IT initiatives.

Budget Management:

• Own the Corporate IT budget, including cost control and resource allocation.

• Monitor expenses and seek proactive cost optimization measures.

Compliance and Policies:

• Create and maintain IT documentation, policies and procedures manuals.

• Establish and enforce IT security policies and procedures to safeguard data and systems.

• Ensure compliance with industry regulations and standards related to IT and data protection

Skills and Qualifications:

• 8+ years in Production Operations roleand proven experience in IT management, including leadership and strategic planning.

• Experience troubleshooting Azure PaaS issues, specifically for App Services, Azure Functions, Azure Logic Apps, Azure SQL, Azure Storage, Application Insights, Azure Redis, VNets and Azure App Gateway.

• Strong knowledge of IT systems, networks, security, and emerging technologies including Microsoft 365 Services

• Multi Cloud experience is highly desirable including GCP and AWS

• Security is part of everything we do and will require your knowledge of fundamental cloud security (e.g., identity and access management, firewalls, etc.)

• Deep understanding of logging and monitoring and security best practices

• Strong collaboration and communication skills

• Bachelor's Degree in a relevant major or equivalent years of experience

Any of the following would be a plus:

• Dental industry knowledge

• Experience working in B2B SaaS companies

• Experience with cloud containers, specifically Kubernetes

PLANET DDS CORE IDEOLOGY

Why are we here?

Unleashing dentists and their staff to focus on patient care.

Where are we headed?

In the next 5 years, Planet DDS will remain the leading provider of cloud-based technology solutions in North America, expanding to serve more than 25,000 dental practices.

How do we get there?

To encourage measurable progress toward our vision and make the best decisions on behalf of employees and customers, we adopted a set of common values:

Collaborative - Working independently and across teams, we create scalable solutions to enable company growth

Empathetic - We are educated on the experience of our customers and feel vested in their success

Accountable - We feel ownership for the quality of our work and take pride in the positive outcomes

Trustworthy - We operate with integrity and honest, making promises we know that we can keep

Ambitious - We are driven by our ability to make a long-term, positive impact on the lives of dental market leaders

An Equal Opportunity Employer - Including Disability/Veterans