Support Supervisor II

Availity; Bengaluru; Híbrido; INR 1.200.000 - 1.800.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

Paid time off & holidays

Learning programs

Flexible work model (remote/hybrid/ons

Night shift transportation support

Descripción de la vacante

Availity India, based in Bengaluru, leads the Service Desk and Production Data Support teams to ensure smooth day-to-day operations. The role focuses on incident response, escalation handling, and reliable support for critical data processes, with strong cross-functional collaboration.

The position requires a Bachelor's degree in a technical field, plus experience in technical support and leadership. It offers a remote-first culture with flexible hybrid options and professional growth

Formación

• Bachelor's degree in computer science, information technology, engineering, or a related field.
• Demonstrated experience in technical support, service desk, or production support with leadership responsibilities.
• Strong understanding of IT service management, incident management, troubleshooting, and escalation processes.

Responsabilidades

• Lead, coach, and develop the Service Desk and Production Data Support teams with workload management and shift coverage.
• Oversee incident management, ticket queues, SLAs, escalations, and service restoration for business-critical products and data processes.
• Guide troubleshooting across applications, databases, APIs, integrations, batch processes, and downstream systems during production issues.

Conocimientos

Leadership

Incident management

Service desk

Production support

ITIL/ITSM

Stakeholder management

Data flow understanding

Multitasking

Educación

Bachelor's degree in CS/IT/Engineering

Descripción del empleo

Company Introduction
Availity is one of the leading health information networks in the United States, processing more than 4 billion transactions annually and connecting more than two million healthcare providers and over two thousand technology partners to health plans nationwide. Our teams of technology, business, and customer service professionals in Bangalore, India, are working together to transform healthcare delivery in the United States through innovation and collaboration. Our technologists help develop cutting-edge revenue cycle solutions that help hospitals, health systems, and physicians maximize payments and optimize their workflows.

Company Introduction
Availity is one of the leading health information networks in the United States, processing more than 4 billion transactions annually and connecting more than two million healthcare providers and over two thousand technology partners to health plans nationwide. Our teams of technology, business, and customer service professionals in Bangalore, India, are working together to transform healthcare delivery in the United States through innovation and collaboration. Our technologists help develop cutting-edge revenue cycle solutions that help hospitals, health systems, and physicians maximize payments and optimize their workflows.
Availity is a diverse group of people whose talents, curiosity and passion steer the company to create innovative solutions for the US Healthcare industry. If you are a driven, creative and collaborative individual, with exceptional technology skills to drive innovation, we want to hear from you.
Job Description
Roles & Responsibilities
About Availity
Availity is a leading healthcare technology company focused on simplifying healthcare administration and solving real-world challenges for healthcare providers, health plans, and patients. Our technology helps reduce complexity so providers can spend less time navigating administrative systems and more time focused on patient care.
About Availity India
Availity India is an important part of Availity's global growth journey. Based in Bengaluru, our India teams' partner closely with U.S. and global stakeholders across technology, product, operations, customer support, and corporate functions.
Our India organization is being built with a strong focus on ownership, learning, collaboration, engineering excellence, and meaningful business impact. Associates in India have the opportunity to solve complex problems, contribute to global initiatives, and support products and services that are part of the U.S. healthcare ecosystem.
About The Role
The Support Supervisor II leads the Service Desk and Production Data Support teams, ensuring smooth day-to-day operations, effective incident response, and reliable support for business-critical products and data processes. This is a leadership-focused position responsible for team development, service delivery, shift coverage, stakeholder communication, and continuous improvement. The role requires a strong understanding of product support and end-to-end data flow, but deep hands-on data engineering is not a primary expectation.

• Lead, coach, and develop the Service Desk and Production Data Support teams, ensuring effective workload management, shift coverage, and team performance.
• Oversee incident management, ticket queues, SLAs, escalations, and service restoration for business-critical products and data processes.
• Guide troubleshooting across applications, databases, APIs, integrations, batch processes, and downstream systems, helping teams identify potential failure points.
• Coordinate with Product, Development, Data Engineering, Database, and Cloud/Infrastructure teams during production issues and escalations.
• Maintain strong stakeholder communication, translating technical issues into clear business-impact updates and providing visibility into incidents, risks, and service health.
• Drive continuous improvement by strengthening runbooks, support procedures, knowledge sharing, cross-training, and reducing recurring operational issues.

• Bachelor's degree in computer science, Information Technology, Engineering, or a related field.
• Bachelor’s degree in a relevant field or equivalent combination of education and professional experience.
• Demonstrated experience in technical support, service desk, or production support, including leadership or supervisory responsibilities.
• Strong understanding of IT service management, incident management, troubleshooting, and escalation processes.
• Ability to understand end-to-end application and data flows and work effectively with technical teams during production issues.
• Strong people leadership, coaching, communication, and stakeholder-management skills.
• Ability to manage multiple priorities and support effective operations in a fast-paced production environment.

• Experience leading Service Desk, Application Support, or Production Support teams.
• Exposure to production data support, including understanding of data flows, integrations, and operational dependencies.
• Familiarity with ITIL / IT Service Management (ITSM) practices and structured incident and problem management.
• Experience working collaboratively with Product, Development, Data Engineering, Database, and Infrastructure teams.
• Strong coaching, mentoring, stakeholder communication, and cross-functional collaboration skills.
• Experience improving support processes, documentation, knowledge management, and operational efficiency.

• Meaningful impact: Work on solutions that help simplify healthcare administration and support better provider and patient experiences.
• Global exposure: Partner with U.S. teams and leaders while contributing from India to global business priorities.
• Learning and growth: Be part of a culture that values continuous learning, mentoring, knowledge sharing, and career development.
• Flexible work experience: Work in a way that supports productivity, collaboration, and team needs across remote, hybrid, and office-based models.
• Holistic rewards: Benefit from competitive compensation, health and insurance benefits, paid time off, company holidays, leave benefits, Employee Assistance Program support, and learning programs.
• Inclusive workplace: Join a casual, collaborative, and inclusive environment where associates are encouraged to bring ideas forward.
• Office experience: For office-based associates, Availity India provides amenities such as coffee and tea, subsidized meals, recreation areas, and eligible night-shift transportation support.

What To Expect From The Hiring Process
Our hiring process is designed to be transparent and engaging. Depending on the role, it may include application review, recruiter discussion, technical or functional assessment, hiring manager interviews, team or leadership conversations, offer discussion, background verification, and onboarding support.

Equal Opportunity Statement
Availity is committed to building an inclusive workplace where all associates feel valued, respected, and empowered to do their best work. We welcome candidates from diverse backgrounds and encourage individuals who are excited by collaboration, innovation, and meaningful impact to apply.

Video Camera Usage
Availity fosters a collaborative and open culture where communication and engagement are central to our success. As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role.
Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships. The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.