IT Operations Associate III

Job description

**Job Track Description:** - We are looking for a L1 Monitoring Analyst to support and monitor US Healthcare Payer, Provider, PBM applications. The role involves first-level monitoring, incident triage, and escalation to ensure smooth processing of healthcare transactions in compliance with HIPAA standards. - Experience: 1-2 years in Production support activities - Requires formal graduate degree and relevant expertise in a Production support activity. - Leading and coordinating troubleshooting 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 with minimal guidance. - 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. - 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. - Ensure SLA compliance and timely communication during incidents. - Prepare shift handover notes and daily status updates. - Follow HIPAA and PHI compliance guidelines at all times. **Primary Skills (Must Have):** - Good understanding of the US Healthcare system (Payer, Provider PBM). - Good verbal and written communication skills. - Experience or exposure to production monitoring and support IWA, UC4, AppDynamics etc. - Familiarity with ticketing tools and incident management processes Service Now. - Knowledge of healthcare business workflows (claims, eligibility, payments) **Behavioural Work Requirements** - Positive attitude towards assignments. - Willingness to work in 24x7 shifts (Weekly/Bi-weekly Rotation) - Strong attention to detail and ability to follow SOPs. - Calm and structured approach to handling production issues. - Ability to work independently and as part of a team.