Manager, IT Operations

• Experience: 7+ 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.
• Ensure SLA compliance and timely communication during incidents.
• Prepare shift handover notes and daily status updates.
• Follow HIPAA and PHI compliance guidelines at all times.

Primary Skills (Must Have): 

• Good understanding of the US Healthcare system (Payer, Provider & PBM).
• Good verbal and written communication skills.
• Problem-solving and critical thinking
• 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 247 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.
• Interpersonal skills *
• People management skills.