Technical Operations Lead

HealthEdge•Remote,

4d•$80,000 - $110,000•Remote

About The Position

HealthEdge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology. Learn more at HealthEdge.com. UST HealthProof is searching for a highly motivated IT Technical Operations Lead to join our team. The IT Technical Operations Lead position will be instrumental in planning, coordinating and streamlining operational needs for customer facing technology delivery operations, guided by UST HealthProof’s values.

Requirements

Bachelor’s degree in a related field
Minimum of 6 years’ experience managing a mid to large size customer facing production support environment
Strong experience working with healthcare payer platforms (e.g., Facets, QNXT, NASCO)
Strong experience with service management, SLA tracking and operational reporting to customers and management
Strong experience with file transfer management solutions (e.g. MoveIt, EDIFECS)
Experience in setting up processes using service management tools, Preferably Service Now and Jira Service Management
Experience with Healthcare EDI highly desirable (e.g. 270, 271, 276, 277, 834, 835)
Experience managing health of production application environments
Experience working in a technical support role in complex architecture environment
Experience with SQL required
Understanding of ITIL practices and software delivery
ITIL certification or strong working knowledge of ITIL-based operations.
Practical knowledge of working with SOWs, SLAs, and Change Requests
Experience working with SaaS providers and HealthEdge applications is a plus
Experience in delivery management and customer partner or account interaction is a must
Experience working in an onshore/offshore model is a must

Nice To Haves

Experience with Cloud AWS/GCP desirable
Experience with SOAP desirable
Experience ETL processing desirable

Responsibilities

Manage operational excellence for technology delivery
Timely generation of SLA/ Operational reports to customers and management
Driving issue resolution and root cause analysis for incidents
Manage day to day production support for a mid-size HealthPlan including support of core administrative systems (enrollments, claims, adjudication and payments), surrounding applications/products and downstream and upstream vendors
Driving customer calls and priorities
Prioritize daily operational events and issues
Managing incidents in the service management systems like JIRA/Service Now.
Manage change and issue resolution activities with network, middleware, hardware, OS, DB, and external application groups
Plan system maintenance and upgrade events across multiple vendors
Customer escalation resolution