Technical Operations Lead

Jobtailor; Deutschland; Hybrid; EUR 75.000 - 110.000; Vollzeit

Zusammenfassung

Jobtailor is seeking an experienced Production Support Manager to oversee operational excellence for technology delivery in a healthcare payer environment. You will drive incident resolution, performance reporting, and collaborative support across vendor ecosystems.

The role requires expertise in service management tools, ITIL practices, and strong stakeholder communication across time zones. Hybrid or remote work options are available, with travel as needed.

Qualifikationen

• Bachelor's degree in a related field.
• 6+ years' experience in managing a mid to large size customer facing production support environment.
• Strong experience with healthcare payer platforms, such as Facets, QNXT, or NASCO.
• Strong experience with service management, SLA tracking, and operational reporting.
• Experience with file transfer management solutions, such as MoveIt or EDIFECS.
• Experience setting up processes using service management tools, preferably ServiceNow and Jira Service Management.
• Experience with Healthcare EDI (270, 271, 276, 277, 834, or 835) desirable.
• Experience managing production application environments.
• Experience in a technical support role in a complex architecture environment.
• SQL experience required.
• Cloud AWS/GCP experience desirable.
• SOAP experience desirable.
• ETL processing experience desirable.
• Understanding of ITIL practices and software delivery.
• ITIL certification or strong working knowledge of ITIL-based operations.
• Practical knowledge of SOWs, SLAs, and Change Requests.
• Experience with SaaS providers and HealthEdge applications is a plus.
• Experience in delivery management and customer partner or account interaction is required.
• Experience working in an onshore/offshore model is required.
• Candidates may be required to complete a pre-employment criminal background check

Aufgaben

• Manage operational excellence for technology delivery.
• Generate SLA and operational reports for customers and management.
• Drive incident resolution and root cause analysis.
• Manage day-to-day production support for a mid-size health plan, including core administrative systems for enrollments, claims, adjudication, and payments.
• Support surrounding applications/products and downstream and upstream vendors.
• Drive customer calls and priorities.
• Prioritize daily operational events and issues.
• Manage incidents in service management systems such as JIRA and ServiceNow.
• Manage change and issue resolution with network, middleware, hardware, OS, database, and external application groups.
• Plan system maintenance and upgrade events across multiple vendors.
• Resolve customer escalations.
• Work across multiple time zones in a hybrid or remote work environment.
• Travel as required by company needs

Kenntnisse

Incident Resolution

Operational Reporting

Customer Interaction

Problem Solving

Prioritization

Collaboration

Communication

Production Support

Ausbildung

Bachelor's degree in a related field

Tools

JIRA

ServiceNow

MoveIt

EDIFECS

HealthEdge Applications

Jobbeschreibung

• Manage operational excellence for technology delivery


• Generate SLA and operational reports for customers and management


• Drive incident resolution and root cause analysis


• Manage day-to-day production support for a mid-size health plan, including core administrative systems for enrollments, claims, adjudication, and payments


• Support surrounding applications/products and downstream and upstream vendors


• Drive customer calls and priorities


• Prioritize daily operational events and issues


• Manage incidents in service management systems such as JIRA and ServiceNow


• Manage change and issue resolution with network, middleware, hardware, OS, database, and external application groups


• Plan system maintenance and upgrade events across multiple vendors


• Resolve customer escalations


• Work across multiple time zones in a hybrid or remote work environment


• Travel as required by company needs

Requirements

• Bachelor's degree in a related field


• Minimum of 6 years' experience managing a mid to large size customer facing production support environment


• Strong experience working with healthcare payer platforms, such as Facets, QNXT, or NASCO


• Strong experience with service management, SLA tracking, and operational reporting


• Strong experience with file transfer management solutions, such as MoveIt or EDIFECS


• Experience setting up processes using service management tools, preferably ServiceNow and Jira Service Management


• Experience with Healthcare EDI, such as 270, 271, 276, 277, 834, or 835, highly desirable


• Experience managing production application environments


• Experience in a technical support role in a complex architecture environment


• SQL experience required


• Cloud AWS/GCP experience desirable


• SOAP experience desirable


• ETL processing experience desirable


• Understanding of ITIL practices and software delivery


• ITIL certification or strong working knowledge of ITIL-based operations


• Practical knowledge of SOWs, SLAs, and Change Requests


• Experience with SaaS providers and HealthEdge applications is a plus


• Experience in delivery management and customer partner or account interaction is required


• Experience working in an onshore/offshore model is required


• Candidates may be required to complete a pre-employment criminal background check

Core Competencies

Demonstrates expertise in managing operational excellence within technology delivery, particularly in healthcare payer platforms. Proficient in incident resolution, SLA tracking, and service management tools, with a strong focus on customer interaction and production support.

Highest-signal resume keywords

• Healthcare Payer Platforms


• Service Management


• SLA Tracking


• SQL Experience


• ITIL Certification

ATS Optimization Keywords

Hard Skills

• Incident Resolution


• Operational Reporting


• File Transfer Management


• Healthcare EDI


• Production Application Management


• ETL Processing


• SOAP Experience


• Cloud AWS


• Cloud GCP


• Service Management Tools

Soft Skills

• Customer Interaction


• Problem Solving


• Prioritization
  
• Collaboration


• Communication

Certifications & Qualifications

• ITIL Certification

Industry Keywords

• Operational Excellence


• Production Support


• Change Requests


• SOWs


• Hybrid Work Environment

Tools & Technologies

• JIRA


• ServiceNow


• MoveIt


• EDIFECS


• HealthEdge Applications