Technical Operations Manager
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 a trusted partner for health plans, offering an integrated ecosystem for health plan operations that helps our customers achieve affordable, equitable health care for all. We have a strong global presence, with a workforce of over 4,000 people built on a foundation of simplicity, integrity, people-centricity, and leadership. You Are The IT Technical Operations Manager will be instrumental in planning, coordinating and streamlining operational needs for customer facing technology delivery operations, guided by UST HealthProof’s values. The IT Technical Operations Manager will work in Mountain Standard Time hours.
Requirements
- Bachelor’s degree or higher in business or technical field or commensurate experience in the field
- 6+ years’ experience managing a mid to large size customer facing production support environment
- Experience working in an onshore/offshore model is a must
- Experience in delivery management and customer partner or account interaction is a must
- Experience working in a technical support role in complex architecture environment
- Experience working with healthcare payer platforms (e.g., Facets, QNXT, NASCO)
- Experience managing health of production application environments
- Strong experience with service management, SLA tracking and operational reporting to customers and management
- Strong experience handling Sev1 / Sev2 incident responses
- Strong experience working within a high governance and compliance environment
- Experience managing health of production application environments
- Experience working in a technical support role in complex architecture environment
- Experience coordinating with partners for patching, enhancement requests and incident management
- Experience managing projects and tasks
- Strong communication skills with peers, customers, and partners
- Experience in setting up processes using service management tools, Preferably Service Now and Jira Service Management
- Experience working with Vendors
- Experience managing tasks and deliverables
- Strong Excel, PowerPoint and presentation skills
- Experience with SQL required
- Practical knowledge of working with SOWs, SLAs, and Change Requests
- Ability to foster partnerships and a shared sense of responsibility toward goals
- Strong/proven customer focus
- Capability to approach problems as challenges
- Strong planning and coordination skills
Nice To Haves
- Experience working with SaaS providers and HealthEdge applications is a plus
- Experience with Cloud AWS/GCP desirable
- Experience with SOAP desirable
- Experience with Healthcare EDI highly desirable (e.g. 270, 271, 276, 277, 834, 835)
- Experience ETL processing desirable
- Experience with ITIL practices and software delivery is a must (ITIL certification is a plus)
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
- Project staffing
- Define improved methods that create ease and consistency
- Coordinating with offshore teams and leadership
- Available for on-call support after hours and weekends
- Comply with the organization’s Code of Conduct; all regulatory and contractual requirements; organizational policies; procedures; and internal controls.
Benefits
- The annual US base salary range for this position is $120,000 to $140,000.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
