Note: The job is a remote job and is open to candidates in USA. HealthEdge provides AI-powered operational infrastructure and healthcare technology solutions for health insurance companies, with UST HealthProof supporting health plan operations. The IT Technical Operations Manager will plan, coordinate, and streamline customer-facing technology delivery operations, including production support, incident resolution, service management, reporting, vendor coordination, and customer escalations.
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 with 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 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 Mountain Standard Time hours
- Remote, US
- Full-time, permanent
- The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus
- Work across multiple time zones in a hybrid or remote work environment
- Long periods of time sitting and/or standing in front of a computer using video technology
- Will require up to 5% travel dependent on company needs
- Experience working with SaaS providers and HealthEdge applications is a plus
- Experience setting up processes using service management tools, Preferably Service Now and Jira Service Management
- Experience with Cloud AWS/GCP desirable
- Experience with SOAP desirable
- Experience with Healthcare EDI highly desirable (e.g. 270, 271, 276, 277, 834, 835)
- Experience ETL processing desirable
- ITIL certification is a plus
Benefits
- Remote work environment
Company Overview
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