Application Support Manager

Job description

**Role & responsibilities** We are looking for a Operations Manager to manage and support a larger group who monitors US Healthcare Payer, Provider, PBM applications. This role involves team management, first-level monitoring, incident triage, and escalation to ensure smooth processing of healthcare transactions in compliance with HIPAA standards. Job Track Description: - Experience: 8+ years in Managing Production support activities - Requires formal graduate degree and relevant expertise in a Production support activity. - Basic ITIL experience with Certification. - Lead and coordinate troubleshooting/triage calls. - Ability to multi-task and perform a diverse mix of technical and reporting tasks, with shift hand-offs. - Must have flexible availability as shifts are consistently and evenly distributed in this 24/7/365 service delivery environment. This is broken out into three shifts and distributed equitably amongst this dedicated team. - Holiday work required. - Strong communication skills both written and verbal. - Requires a conceptual understanding of theories, practices, and procedures in a Production Support environment. - Good understanding of the US Healthcare system (Payer, Provider, PBM) Responsibility Statements - Perform tasks according to established procedures. - Assists in production events with L2 team by attending meetings and performing required actions. - Collects data from internal and external customers to generate reports and operational dashboards. Prepare Management KPIs. - First Line Support (Logging, Triaging, prioritization, tracking, and routing incidents reported by users). - Provides operational support by scheduling meetings and preparing materials for leadership. - Monitor the event alerts and notify the concerned team and process the requests from the end users to level 2 and level 3 support engineers. - Monitor the metric alerts, performance related issues like high CPU utilization, Application performance, high Memory utilization, Application tuning and Query tuning - Performs other duties as assigned. - Comply with all policies and standards.