Manager, IT Operations

Job description

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: 7+ 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 24x7x365 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. - 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. - Problem-solving and critical thinking - 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) 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. - Interpersonal skills \\* - People management skills.