Note: The job is a remote job and is open to candidates in USA. HealthEdge and UST HealthProof provide healthcare technology and operational infrastructure for health plans. The IT Technical Operations Manager will manage customer-facing technology delivery operations, production support, incident resolution, service management, reporting, maintenance planning, and coordination with customers, vendors, and offshore teams.
Responsibilities
- Manage operational excellence for technology delivery
- Timely generation of SLA/ Operational reports to customers and management
- Driving issue resolution and root cause analysis for incidents
- Manage day to day production support for a mid-size HealthPlan including support of core administrative systems (enrollments, claims, adjudication and payments), surrounding applications/products and downstream and upstream vendors
- Driving customer calls and priorities
- Prioritize daily operational events and issues
- Managing incidents in the service management systems like JIRA/Service Now
- Manage change and issue resolution activities with network, middleware, hardware, OS, DB, and external application groups
- Plan system maintenance and upgrade events across multiple vendors
- Customer escalation resolution
- Project staffing
- Define improved methods that create ease and consistency
- Coordinating with offshore teams and leadership
- Available for on-call support after hours and weekends
- Comply with the organization’s Code of Conduct; all regulatory and contractual requirements; organizational policies; procedures; and internal controls
Skills
- Bachelor's degree or higher in business or technical field or commensurate experience in the field
- 6+ years' experience managing a mid to large size customer facing production support environment
- Experience working in an onshore/offshore model is a must
- Experience in delivery management and customer partner or account interaction is a must
- Experience working in a technical support role in complex architecture environment
- Experience working with healthcare payer platforms (e.g., Facets, QNXT, NASCO)
- Experience managing health of production application environments
- Strong experience with service management, SLA tracking and operational reporting to customers and management
- Strong experience handling Sev1 / Sev2 incident responses
- Strong experience working within a high governance and compliance environment
- Experience managing health of production application environments
- Experience working in a technical support role in complex architecture environment
- Experience coordinating with partners for patching, enhancement requests and incident management
- Experience managing projects and tasks
- Strong communication skills with peers, customers, and partners
- Experience in setting up processes using service management tools, Preferably Service Now and Jira Service Management
- Experience working with Vendors
- Experience managing tasks and deliverables
- Strong Excel, PowerPoint and presentation skills
- Experience with SQL required
- Experience with Healthcare EDI highly desirable (e.g. 270, 271, 276, 277, 834, 835)
- Experience ETL processing desirable Experience with ITIL practices and software delivery is a must
- Practical knowledge of working with SOWs, SLAs, and Change Requests
- Ability to foster partnerships and a shared sense of responsibility toward goals
- Strong/proven customer focus
- Capability to approach problems as challenges
- Strong planning and coordination skills
- The IT Technical Operations Manager will work in Eastern Time hours
- Remote, US
- Will require up to 5% travel dependent on company needs
- Experience working with SaaS providers and HealthEdge applications is a plus
- Experience with Cloud AWS/GCP desirable
- Experience with SOAP desirable
- ITIL certification is a plus
Benefits
- Remote work environment
Company Overview
Company H1B Sponsorship