Provider Issue Manager
About The Position
This position is responsible for the end-to-end workflow management of provider production incidents and resolution of escalated or complex cross functional production issues. Coordinate and communicate on cross functional issues between Business, Technology and within the issue management team during all phases of ticket workflow management. The Provider Issue Manager will apply deep domain knowledge to identify and drive remediation of the root cause for production incidents in partnership with technology and business teams. Track, manage, and report on escalated issue status, critical path / dependencies and risks. NOTE: This is a WFH role. Sponsorship is not available including if you are currently on OPT.
Requirements
- Bachelors Degree and 5 years of Technology experience, including experience in Project management, OR 9 years of Technology experience, including experience in Project management
- Ability to influence and execute
- Ability to manage time effectively, prioritize, and make trade-off decisions
- Proactively addresses problems and escalates appropriately
- Analytical thinking and consultative problem solving / consulting
- Vendor / SLA management
- Experience with Project / portfolio management tools - MS Project / CBA / PPM / PMP
- Oral & written communications
- Teamwork and collaboration
- Business acumen and provider application domain knowledge
- Matrix partner relationship management
- Knowledge of provider platforms / applications and DevOps
Nice To Haves
- Bachelor or Masters degree in Computer Science, MIS or Information Technology
- Ability to tie together solutions across systems
- Adaptability / ability to manage change
- Creative thinking
- Experience working in a highly outsourced / offshore environment
Responsibilities
- End-to-end workflow management of provider production incidents
- Resolution of escalated or complex cross functional production issues
- Coordinate and communicate on cross functional issues between Business, Technology and within the issue management team during all phases of ticket workflow management
- Apply deep domain knowledge to identify and drive remediation of the root cause for production incidents in partnership with technology and business teams
- Track, manage, and report on escalated issue status, critical path / dependencies and risks
Benefits
- health and wellness benefits
- 401(k) savings plan
- pension plan
- paid time off
- paid parental leave
- disability insurance
- supplemental life insurance
- employee assistance program
- paid holidays
- tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
