Technical Operations Lead

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

📋 Description

• Oversee operational excellence in technology delivery.

• Produce SLA and operational reports for both customers and management.

• Lead incident resolution efforts and perform root cause analysis.

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

• Provide support for surrounding applications/products and both upstream and downstream vendors.

• Facilitate customer calls and set priorities.

• Prioritize daily operational events and challenges.

• Manage incidents within service management systems like JIRA and ServiceNow.

• Oversee change management and issue resolution involving network, middleware, hardware, OS, database, and external application teams.

• Plan system maintenance and upgrade activities across various vendors.

• Address customer escalations effectively.

• Collaborate across multiple time zones in a hybrid or remote work setting.

• Travel as necessary based on company requirements.

⛳️ Requirements

• Bachelor’s degree in a relevant field.

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

• Extensive experience with healthcare payer platforms such as Facets, QNXT, or NASCO.

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

• Proficient in file transfer management solutions like MoveIt or EDIFECS.

• Experience in establishing processes using service management tools, particularly Service Now and Jira Service Management.

• Familiarity with Healthcare EDI formats such as 270, 271, 276, 277, 834, or 835 is highly desirable.

• Experience in managing production application environments.

• Background in a technical support role within a complex architecture environment.

• SQL proficiency is required.

• Experience with Cloud platforms like AWS/GCP is a plus.

• Knowledge of SOAP is advantageous.

• Experience in ETL processing is desirable.

• Understanding of ITIL practices and software delivery processes.

• ITIL certification or strong working knowledge of ITIL-based operations is preferred.

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

• Experience with SaaS providers and HealthEdge applications is beneficial.

• Proven experience in delivery management and customer partner or account interactions is essential.

• Experience working in an onshore/offshore model is required.

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

🏝️ Benefits

• Remote work environment.

• 5% travel allowance/requirement.

• Reasonable accommodations for individuals with disabilities.

• Commitment to equal opportunity and workforce diversity.