Healthcare IT Technical Operations Lead
About The Position
HealthEdge is seeking a highly motivated IT Technical Operations Lead to plan, coordinate, and streamline operational needs for customer-facing technology delivery operations. The role is accountable for operational excellence and day-to-day production support for a mid-size health plan, including core administrative systems for enrollment, claims, adjudication, and payments, along with surrounding applications and upstream and downstream vendors. The position also involves customer communication, service-level reporting, incident management, issue resolution, change coordination, system maintenance planning, and customer escalations. This is a full-time, permanent remote position in the United States. Work may span multiple time zones and may require travel based on company needs.
Requirements
- Bachelor’s degree in a related field.
- At least 6 years of experience managing a mid- to large-size customer-facing production support environment.
- Strong experience working with healthcare payer platforms such as Facets, QNXT, or NASCO.
- Strong experience with service management, SLA tracking, and operational reporting to customers and management.
- Strong experience with file transfer management solutions such as MoveIt or EDIFECS.
- Experience setting up processes using service management tools; ServiceNow and Jira Service Management are preferred.
- Experience managing the health of production application environments.
- Experience in a technical support role in a complex architecture environment.
- SQL experience.
- Understanding of ITIL practices and software delivery.
- ITIL certification or strong working knowledge of ITIL-based operations.
- Practical knowledge of SOWs, SLAs, and Change Requests.
- Experience in delivery management and customer partner or account interaction.
- Experience working in an onshore/offshore model.
Nice To Haves
- Healthcare EDI experience, such as 270, 271, 276, 277, 834, or 835.
- Experience with AWS or GCP cloud platforms.
- Experience with SOAP.
- Experience with ETL processing.
- Experience working with SaaS providers and HealthEdge applications.
Responsibilities
- Manage operational excellence for technology delivery.
- Generate SLA and operational reports for customers and management in a timely manner.
- Drive incident issue resolution and root cause analysis.
- Manage day-to-day production support for a mid-size health plan, including core administrative systems, surrounding applications and products, and upstream and downstream vendors.
- Lead customer calls and manage priorities.
- Prioritize daily operational events and issues.
- Manage incidents in service management systems such as JIRA and ServiceNow.
- Coordinate change and issue resolution with network, middleware, hardware, operating system, database, and external application groups.
- Plan system maintenance and upgrades across multiple vendors.
- Resolve customer escalations.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
