IT Operations Analyst I

Conduent; Hyderabad; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Conduent in Hyderabad is seeking a Production Support professional with 3+ years of experience to monitor applications, coordinate troubleshooting calls, and manage 24/7 shift hand-offs in a fast-paced service delivery environment.

The role requires a graduate degree, solid understanding of US healthcare workflows (payer, provider, PBM), and strong written and spoken communication to document processes, support incident management, and mentor teammates.

Qualifications

• 3+ years of experience in Production support activities.
• Formal graduate degree required with relevant expertise in Production support.
• Ability to lead/troubleshoot calls and coordinate shift hand-offs.

Responsibilities

• Monitor applications and processes; propose long-term remediation steps.
• Document daily activities and create process documentation.
• Research production anomalies and advise on remediation steps.
• Support incident management and help define root cause with Support Teams.
• Collaborate with teams to re-mediate issues and verify environment stability.
• Act as subject matter expert on Processes and Systems; mentor teammates.

Skills

USHealthcare knowledge

Verbal communication

Production monitoring

IWA

UC4

AppDynamics

ServiceNow

Education

Graduate degree

Tools

UC4

AppDynamics

ServiceNow

Job description

Through our dedicated associates, Conduent delivers mission‑critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Job Track Description

• Experience: 3+ years in Production support activities
• Requires formal graduate degree and relevant expertise in a Production support activity.
• Leading and coordinating troubleshooting calls.
• Ability to multi-task and perform a diverse mix of technical and reporting tasks, with shift hand‑offs.
• Must have flexible availability as shifts are consistently and evenly distributed in this 24/7/365 service delivery environment. This is broken out into three shifts and distributed equitably amongst this dedicated team.
• Holiday work required.
• Strong communication skills both written and verbal.
• Requires a conceptual understanding of theories, practices, and procedures in a Production Support environment.
• Good understanding of the US Healthcare system (Payer, Provider, PBM)
  

Responsibility Statements

• Monitors and applications and processes issues, recommends long term remediation steps.
• Creates documented process for daily activities
• Researches and advises on production anomalies.
• Applies functional knowledge of the processes for remediation of anomalies.
• Applies functional knowledge to support incident management requests.
• Works with Support Teams to define root cause and replicate issues.
• Works with Support Team to re mediate issues.
• Verifies environment stability.
• Recognized as an subject matter expert on Process and Systems.
• Mentors and trains team members.
  

Primary Skills (Must Have)

• Good understanding of the US Healthcare system (Payer, Provider & PBM).
• Good verbal and written communication skills.
• Experience or exposure to production monitoring and support – IWA, UC4, App dynamics etc.
• Familiarity with ticketing tools and incident management processes – Service Now.
• Knowledge of healthcare business workflows (claims, eligibility, payments)
  

Behavioral & Work Requirements

• Positive attitude towards assignments.
• Willingness to work in 24×7 shifts (Weekly/Bi-weekly Rotation)
• Strong attention to detail and ability to follow SOPs.
• Calm and structured approach to handling production issues.
• Ability to work independently and as part of a team.
  

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to [e-mail]. You may also click here to access Conduent's ADAAA Accommodation Policy.