IT Operations Analyst II

Conduent; Hyderabad; On-site; INR 450,000 - 650,000; Full time

Job summary

Conduent in Hyderabad, India, is seeking a L1 Monitoring Analyst to support US Healthcare Payer, Provider and PBM applications. The role covers first‑level monitoring, incident triage and escalation to ensure smooth healthcare transactions in HIPAA‑compliant operations.

Ideal candidates have 3+ years in production support, a graduate degree, strong communication skills, and familiarity with monitoring tools (IWA, UC4, AppDynamics) and incident management (ServiceNow).

Qualifications

• 3+ years in production support activities.
• Formal graduate degree in a relevant field.
• Experience leading troubleshooting calls and shift handoffs.
• Willingness to work in 24/7/365 shift rotations.
• Good communication and understanding of US healthcare systems.

Responsibilities

• Monitor applications and processes, recommend long-term fixes.
• Create documented daily activity processes.
• Research and advise on production anomalies.
• Apply knowledge to remediation of anomalies.
• Handle incident management requests.
• Collaborate with Support Teams to define root cause.
• Remediate issues with Support Team.
• Verify environment stability.
• Serve as subject matter expert on processes and systems.
• Mentor and train team members.

Skills

US healthcare knowledge

Communication skills

Production monitoring & support

Ticketing & incident management

Healthcare workflows knowledge

Education

Graduate degree in a relevant field

Tools

IWA

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.

We are looking for a L1 Monitoring Analyst to support and monitor US Healthcare Payer, Provider, PBM applications. The role involves first-level monitoring, incident triage, and escalation to ensure smooth processing of healthcare transactions in compliance with HIPAA standards.

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.