Site Reliability Operations Analyst II

Centene Corporation•St. David's, MO

5d•Hybrid

About The Position

You could be the one who changes everything for our 28 million members by using technology to improve health outcomes around the world. As a diversified, national organization, Centene's technology professionals have access to competitive benefits including a fresh perspective on workplace flexibility. Position Purpose: Collaborate with cross-functional teams (Production Support teams, Business Operations, Infrastructure, and Engineering) to proactively monitor, maintain, and enhance production systems. Bridge the gap between software development and IT operations, with an emphasis on incident triage, systems operations and documentation, business user support and communications, toil reduction, work automation and improving the reliability of services. Incident management - provide timely and accurate user support/troubleshooting as well as management of escalations within enterprise SLA’s (Service Level Agreements). Researches and analyzes enrollment/provider data and Utilization Management/Case Management business processes to support applications issues while acquiring a more advanced skill set for assistance of product design and solutions. Exceptional problem-solving skills, capable of identifying complex issues and driving them to resolution. Performs On Call post deployment application validations of enhancement/code fixes and monitoring for escalations. Utilize important application including, JIRA, Request Central, Medical Management platforms (Trucare Classic and Cloud) for both making updates and producing reports. Act as a key player in application incident management, ensuring prompt detection, triage, and resolution of production incidents. Monitor and manage technology business cycle processing within the application environment, ensuring daily, nightly and monthly processes finish accurate and timely. Establish, document, and refine incident management processes to reduce downtime and service degradation. Participate in post-incident reviews, ensuring that lessons learned are incorporated into operational practices and automation efforts. Play a critical role in executing the communications process around incident management and triage activities with our business and technology partners. Works directly with stakeholders and business partners to align on initiatives, improvement opportunities, provide status updates and operational transparency. Develop, improve and review runbooks and documentation and keep them up to date to ensure consistency across SRE teams. Document operational processes including workflows, system configurations, troubleshooting guides, and incident reports to improve the team’s ability to respond quickly to incidents and system failures. Review and provide feedback and process improvement recommendations to SRE, Infrastructure, Change, Problem, Incident Management, Security and Engineering teams on topics like automation, monitoring gaps, toil reduction and systems resiliency. Performs other duties as assigned. Complies with all policies and standards.

Requirements

A Bachelor's degree in a quantitative or business field (e.g., statistics, mathematics, engineering, computer science) and requires 2 – 4 years of related experience. Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
2+ years Strong problem-solving skills, with a focus on identifying and resolving issues in real-time and improving systems proactively required.
2+ years Ability to analyze system performance data and recommend solutions for optimization required.
2+ years Excellent written and verbal communications skills to interact effectively with technical and non-technical stakeholders required.
2+ years Ability to work cross-functionally, building relationships with various IT organizations and Operations.

Nice To Haves

Knowledge of Application support or testing experience.
Knowledge of Business and process analysis, or healthcare industry experience.
Experience with one or more of the following: Data analytics and BI tools, such as Power BI, R, etc.
Experience with one or more of the following: Operating Systems, such as Linux, Unix, and Windows.
Experience with one or more of the following: Cloud platforms, such as AWS or Azure.
Experience with one or more of the following: Mongo DB, MySQL, Oracle Database Management System (DBMS), PL SQL, SQL Programming Language.
Experience with: IT Service Management tools, such as ServiceNow, Atlassian, BMC.
Experience with Microsoft Excel.

Responsibilities

Collaborate with cross-functional teams (Production Support teams, Business Operations, Infrastructure, and Engineering) to proactively monitor, maintain, and enhance production systems.
Bridge the gap between software development and IT operations, with an emphasis on incident triage, systems operations and documentation, business user support and communications, toil reduction, work automation and improving the reliability of services.
Provide timely and accurate user support/troubleshooting as well as management of escalations within enterprise SLA’s (Service Level Agreements).
Research and analyze enrollment/provider data and Utilization Management/Case Management business processes to support applications issues while acquiring a more advanced skill set for assistance of product design and solutions.
Perform On Call post deployment application validations of enhancement/code fixes and monitoring for escalations.
Utilize important applications including, JIRA, Request Central, Medical Management platforms (Trucare Classic and Cloud) for both making updates and producing reports.
Act as a key player in application incident management, ensuring prompt detection, triage, and resolution of production incidents.
Monitor and manage technology business cycle processing within the application environment, ensuring daily, nightly and monthly processes finish accurate and timely.
Establish, document, and refine incident management processes to reduce downtime and service degradation.
Participate in post-incident reviews, ensuring that lessons learned are incorporated into operational practices and automation efforts.
Play a critical role in executing the communications process around incident management and triage activities with our business and technology partners.
Work directly with stakeholders and business partners to align on initiatives, improvement opportunities, provide status updates and operational transparency.
Develop, improve and review runbooks and documentation and keep them up to date to ensure consistency across SRE teams.
Document operational processes including workflows, system configurations, troubleshooting guides, and incident reports to improve the team’s ability to respond quickly to incidents and system failures.
Review and provide feedback and process improvement recommendations to SRE, Infrastructure, Change, Problem, Incident Management, Security and Engineering teams on topics like automation, monitoring gaps, toil reduction and systems resiliency.
Performs other duties as assigned.
Complies with all policies and standards.