IT Operations Associate IV

Job 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. Job Track Description: • Experience: 1-3 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, App dynamics etc. • Familiarity with ticketing tools and incident management processes – Service Now. • Knowledge of healthcare business workflows (claims, eligibility, payments) Behavioral & Work Requirements • Positive attitude towards assignments. • Willingness to work in 24×7 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.