Healthcare Technical Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee operational excellence for technology delivery operations that engage customers.

• Produce SLA and operational reports for both clients and management teams.

• Facilitate incident resolution and conduct root cause analysis.

• Supervise daily production support for a mid-sized health plan, including key administrative systems for enrollments, claims, adjudication, and payments.

• Support related applications/products and manage relationships with upstream and downstream vendors.

• Lead customer calls and establish priorities.

• Prioritize daily operational events and address issues as they arise.

• Oversee incidents using service management systems, such as JIRA and ServiceNow.

• Manage changes and resolve issues with network, middleware, hardware, operating systems, databases, and external application groups.

• Organize system maintenance and upgrades across various vendors.

• Address customer escalations effectively.

• Manage project staffing requirements.

• Identify improved methods that enhance ease and consistency.

• Coordinate with offshore teams and leadership effectively.

• Provide on-call support during after-hours and weekends.

• Adhere to the Code of Conduct as well as regulatory and contractual obligations, organizational policies, procedures, and internal controls.

⛳️ Requirements

• A Bachelor’s degree or higher in business or a technical discipline, or equivalent experience.

• Over 6 years of experience managing a mid- to large-size customer-facing production support environment.

• Familiarity with working in both onshore and offshore models.

• Proficient in delivery management and interacting with customer partners or accounts.

• Previous experience in a technical support role within a complex architecture setting.

• Knowledge of healthcare payer platforms such as Facets, QNXT, or NASCO.

• Experience managing production application environments.

• Strong background in service management, SLA tracking, and operational reporting.

• Extensive Sev1/Sev2 incident response experience.

• Experience in environments with high governance and compliance requirements.

• Ability to coordinate partners for patching, enhancement requests, and incident management.

• Skilled in managing projects, tasks, and deliverables.

• Experience establishing processes using service management tools, preferably ServiceNow and Jira Service Management.

• Experience working with vendors.

• Strong skills in Excel, PowerPoint, and delivering presentations.

• Required SQL experience.

• Familiarity with ITIL practices and software delivery is essential.

• Practical understanding of SOWs, SLAs, and Change Requests.

• Excellent communication, customer focus, planning, and coordination abilities.

• Experience with AWS/GCP, SOAP, Healthcare EDI, and ETL processing is desirable or highly desirable.

• ITIL certification is advantageous.

• Must be able to work Eastern Time hours.

• Availability for on-call support during after-hours and weekends is necessary.

• Candidates may be required to undergo a pre-employment criminal background check.

🏝️ Benefits

• Flexible remote work environment.

• Up to 5% travel required.

• Reasonable accommodations provided for individuals with disabilities.

• Commitment to equal opportunity and workforce diversity.