Note: The job is a remote job and is open to candidates in USA. HealthEdge is seeking an IT Technical Operations Manager to oversee the operational health, stability, and performance of customer-facing healthcare technology environments. The role leads customer service delivery and operational improvement while developing team members and coordinating with customers, internal stakeholders, and vendors.
Responsibilities
- Own operational performance, service delivery outcomes, and customer satisfaction across assigned customer accounts
- Lead day-to-day production support activities for healthcare payer environments, including core administrative systems, integrated applications, and vendor-supported solutions
- Drive incident resolution, root cause analysis, customer escalations, and operational priorities
- Manage incidents and service activities through tools such as Jira and ServiceNow
- Coordinate issue resolution across internal technology teams, infrastructure teams, vendors, and business partners
- Plan and oversee maintenance events, production changes, and system upgrades
- Develop and present SLA, operational performance, and service health reporting to customers and internal leadership
- Monitor service performance and proactively address issues impacting operational stability or customer outcomes
- Participate in after-hours support activities as needed
- Serve as a trusted operational advisor for assigned customer accounts
- Lead governance forums, operational reviews, service reviews, and escalation discussions
- Partner with customers to understand business priorities, operational challenges, and service delivery needs
- Present operational metrics, trends, risks, and improvement recommendations to customer and internal stakeholders
- Identify operational, technical, staffing, vendor, and service delivery risks and drive mitigation plans
- Support operational readiness, capacity planning, compliance requirements, and business continuity activities
- Ensure adherence to contractual, regulatory, and organizational requirements
- Drive initiatives that improve service quality, operational efficiency, customer experience, and SLA performance
- Lead efforts to reduce recurring incidents and improve overall service delivery outcomes
- Develop and enhance operational processes, governance practices, playbooks, and controls
- Identify automation and process improvement opportunities
- Support the development and continuous improvement of the service management portfolio for customer implementations
- Partner with leadership on strategic operational and customer initiatives
- Provide direct leadership, coaching, mentoring, and career development for team members
- Conduct performance reviews, goal setting, feedback discussions, and performance management activities
- Support hiring, onboarding, workforce planning, succession planning, and employee retention efforts
- Manage staffing assignments, project staffing, resource allocation, and workload balancing across customer accounts
- Build team capability through training, coaching, and knowledge sharing
- Foster a culture of accountability, collaboration, continuous improvement, and customer focus
- Coordinate with offshore teams and leadership to ensure effective service delivery
Skills
- Bachelor's degree or higher in Computer Science, Engineering, Information Technology, Business, or a related field, or an equivalent combination of education and experience
- 6+ years of experience supporting or managing customer-facing production environments
- 2+ years of experience leading, coaching, and developing employees in an operational, technical support, or service delivery environment
- Experience managing employee performance, career development, staffing, and workforce planning activities
- Experience leading customer-facing operational delivery functions, including delivery management and customer/account interaction
- Experience working in a technical support role within a complex architecture environment
- Experience managing the health of production application environments
- Experience working with healthcare payer platforms (e.g., Facets, QNXT, NASCO)
- Strong experience with service management, SLA tracking, operational reporting, and customer communications
- Strong experience managing Sev1/Sev2 incidents, customer escalations, and operational risk
- Experience participating in customer governance, service reviews, and operational planning discussions
- Experience coordinating with internal technology teams, vendors, and business partners
- Experience working in an onshore/offshore operating model
- Experience managing projects, tasks, and deliverables
- Experience with ITIL practices and software delivery
- Experience with ServiceNow and Jira Service Management
- Practical knowledge of SOWs, SLAs, Change Requests, and service management processes
- Experience with SQL required
- Experience with healthcare EDI transactions required (270, 271, 276, 277, 834, 835)
- Experience with ETL processing required
- Strong customer focus and ability to build trusted relationships
- Strong leadership, communication, planning, coordination, and presentation skills
- Ability to balance hands-on operational leadership with people leadership responsibilities
- ITIL certification is a plus
- Experience with AWS/GCP desirable
- Experience with SOAP desirable
Company Overview
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