Application Support Manager

Role & responsibilities

We are looking for a Operations Manager to manage and support a larger group who monitors US Healthcare Payer, Provider, PBM applications. This role involves team management, first-level monitoring, incident triage, and escalation to ensure smooth processing of healthcare transactions in compliance with HIPAA standards. Job Track Description:

• Experience: 8+ years in Managing Production support activities
• Requires formal graduate degree and relevant expertise in a Production support activity.
• Basic ITIL experience with Certification.
• Lead and coordinate troubleshooting/triage 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

• Perform tasks according to established procedures.
• Assists in production events with L2 team by attending meetings and performing required actions.
• Collects data from internal and external customers to generate reports and operational dashboards. Prepare Management KPIs.
• First Line Support (Logging, Triaging, prioritization, tracking, and routing incidents reported by users).
• Provides operational support by scheduling meetings and preparing materials for leadership.
• Monitor the event alerts and notify the concerned team and process the requests from the end users to level 2 and level 3 support engineers.
• Monitor the metric alerts, performance related issues like high CPU utilization, Application performance, high Memory utilization, Application tuning and Query tuning
• Performs other duties as assigned.
• Comply with all policies and standards.