Manager, IT Operations

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.

• 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 24x7x365 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)

• 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.

• 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)

• Positive attitude towards assignments.
• Willingness to work in 24x7 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.