Remote IT Ops Lead: Production Support & Incidents

HealthEdge; United States; Remote; USD 120,000 - 140,000; Full time

Job summary

HealthEdge is seeking an IT Technical Operations Manager to optimize production support and technology delivery for our customer-facing systems from a remote US location.

Responsibilities include driving operational excellence, generating SLA reports, leading incident RCA, coordinating with onshore/offshore teams and vendors, and ensuring governance and compliance across complex health care platforms.

Qualifications

• Bachelor’s degree or higher in business or technical field or commensurate experience in the field.
• 6+ years’ experience managing a mid to large size customer facing production support environment.
• Experience working in an onshore/offshore model is a must.
• Experience in delivery management and customer partner or account interaction is a must.
• Experience working in a technical support role in complex architecture environment.
• Experience working with healthcare payer platforms (e.g., Facets, QNXT, NASCO).
• Experience working with SaaS providers and HealthEdge applications is a plus.
• Strong experience with service management, SLA tracking and operational reporting to customers and management.
• Strong experience handling Sev1 / Sev2 incident responses.
• Experience coordinating with partners for patching, enhancement requests and incident management.

Responsibilities

• Manage operational excellence for technology delivery.
• Timely generation of SLA/ Operational reports to customers and management
• Driving issue resolution and root cause analysis for incidents
• Manage day to day production support for a mid-size HealthPlan including support of core administrative systems (enrollments, claims, adjudication and payments)
• Driving customer calls and priorities
• Prioritize daily operational events and issues
• Managing incidents in the service management systems like JIRA/Service Now.
• Manage change and issue resolution activities with network, middleware, hardware, OS, DB, and external application groups
• Plan system maintenance and upgrade events across multiple vendors
• Customer escalation resolution
• Project staffing
• Define improved methods that create ease and consistency
• Coordinating with offshore teams and leadership
• Available for on-call support after hours and weekends
• Comply with the organization’s Code of Conduct; all regulatory and contractual requirements; organizational policies; procedures; and internal controls.

Skills

SLA tracking

Incident management

Production support

SQL

Cloud AWS

ServiceNow

Jira

Communication

Vendors coordination

Education

Bachelor's degree

Tools

ServiceNow

Jira

Job description

HealthEdge is seeking an IT Technical Operations Manager to optimize production support and technology delivery for our customer-facing systems from a remote US location.

Responsibilities include driving operational excellence, generating SLA reports, leading incident RCA, coordinating with onshore/offshore teams and vendors, and ensuring governance and compliance across complex health care platforms.