Remote Health IT Operations Leader

HealthEdge

United States

Remote

USD 120,000 - 140,000

Full time

14 days+

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Job summary

HealthEdge is seeking an IT Technical Operations Manager to lead the operational health, stability, and performance of customer‑facing healthcare technology environments. This role blends hands‑on leadership with people leadership, reporting to the Director of Delivery Management, and guiding a geographically dispersed team.

Based in the United States, the role is remote with after‑hours support and up to 5% travel.

Qualifications

Bachelor's degree or higher in Computer Science, Engineering, IT, Business, or related field, or equivalent education and experience.
6+ years in customer-facing production environments.
2+ years leading and developing employees in an operational, technical support, or service delivery environment.
Experience managing employee performance, career development, staffing, and workforce planning activities.
Experience leading customer-facing operational delivery functions, including delivery management and customer/account interaction.
Experience working in a technical support role within a complex architecture environment.
Experience managing the health of production application environments.
Experience working with healthcare payer platforms (e.g., Facets, QNXT, NASCO).
Strong experience with service management, SLA tracking, operational reporting, and customer communications.
Experience managing Sev1/Sev2 incidents, customer escalations, and operational risk.
Coordinate and facilitate Sev 1 production incident war room bridge calls on an as needed basis
Experience participating in customer governance, service reviews, and operational planning discussions.
Experience coordinating with internal technology teams, vendors, and business partners.
Experience working in an onshore/offshore operating model.
Experience managing projects, tasks, and deliverables.
Experience with ITIL practices and software delivery; ITIL certification is a plus.
Experience with ServiceNow and Jira Service Management.
Practical knowledge of SOWs, SLAs, Change Requests, and service management processes.
Experience with SQL required.
Experience with healthcare EDI transactions required (270, 271, 276, 277, 834, 835).
Experience with ETL processing required.
Experience with AWS/GCP desirable.
Experience with SOAP desirable.
Strong customer focus and ability to build trusted relationships.
Strong leadership, communication, planning, coordination, and presentation skills.
Ability to balance hands‑on operational leadership with people leadership responsibilities.

Responsibilities

Own operational performance, service delivery outcomes, and customer satisfaction across assigned accounts.
Lead day‑to‑day production support activities for payer environments, including core systems and vendor‑supported solutions.
Drive incident resolution, root cause analysis, customer escalations, and operational priorities.
Manage incidents and service activities through Jira and ServiceNow.
Coordinate issue resolution across internal technology teams, infrastructure teams, vendors, and business partners.
Plan and oversee maintenance events, production changes, and system upgrades.
Develop and present SLA, operational performance, and service health reporting to customers and internal leadership.
Monitor service performance and proactively address issues impacting stability or outcomes.
Participate in after‑hours support activities as needed.
Lead governance forums, operational reviews, service reviews, and escalation discussions.
Partner with customers to understand business priorities and delivery needs.
Present metrics, trends, risks, and improvement recommendations to stakeholders.
Identify risks and drive mitigation plans; support continuity activities.
Ensure adherence to contractual, regulatory, and organizational requirements.
Drive initiatives to improve service quality, and drive automation opportunities.
Mentor and develop team members; workforce planning and staffing coordination.
Coordinate with offshore teams and leadership for effective service delivery.