IT Operations Analyst I

Conduent; Rangareddy; On-site; INR 600,000 - 900,000; Full time

Job summary

Conduent is seeking a Production Support specialist in India to monitor applications and handle 24x7 production issues. The role requires coordinating troubleshooting calls and ensuring stable service delivery across shifts, with a strong focus on healthcare workflows such as claims, eligibility, and payments.

Candidates should have a graduate degree and familiarity with incident management tools like ServiceNow, UC4, and AppDynamics, plus excellent written and verbal communication skills.

Qualifications

• Graduate degree in a relevant field.
• Experience in production support operations.
• Exposure to US healthcare workflows (claims, eligibility, payments).
• Strong communication skills, both written and verbal.
• Familiarity with incident management and monitoring tools.

Responsibilities

• Monitors applications and processes, recommends long term remediation steps.
• Creates documented daily activity procedures.
• Researches and advises on production anomalies.
• Applies knowledge of processes to remediate anomalies and support incidents.
• Collaborates with Support Teams to define root causes and reproduce issues.
• Coaches and mentors teammates on best practices.
• Verifies environment stability after fixes.
• Acts as SME for processes and systems.

Skills

US Healthcare

Communication

Monitoring & Support

IWA

UC4

AppDynamics

ServiceNow

Claims Process

Eligibility

Payments

Education

Graduate degree

Tools

IWA

UC4

AppDynamics

ServiceNow

Job description

Job Description

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.

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.

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.