Technical Operations Manager

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

📋 Description

• Oversee operational excellence in technology delivery.

• Create SLA and operational reports for clients and management.

• Facilitate issue resolution and conduct root cause analysis for incidents.

• Manage daily production support for a mid-sized health plan, including enrollments, claims, adjudication, payments, related applications, and vendors.

• Direct customer calls and prioritize tasks.

• Prioritize daily operational events and issues effectively.

• Handle incidents within service management systems such as JIRA and ServiceNow.

• Coordinate change and issue-resolution activities with network, middleware, hardware, operating system, database, and external application teams.

• Organize system maintenance and upgrade events across various vendors.

• Address customer escalations promptly.

• Support project staffing initiatives.

• Define optimized methods that enhance ease and consistency.

• Collaborate with offshore teams and leadership.

• Provide after-hours and weekend on-call support.

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

⛳️ Requirements

• Bachelor's degree or higher in a business or technical field, or equivalent experience.

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

• Proven experience in an onshore/offshore working model.

• Background in delivery management and interactions with customer partners or accounts.

• Experience in a technical support role within a complex architectural environment.

• Familiarity with healthcare payer platforms (e.g., Facets, QNXT, NASCO).

• Experience in managing production application environments.

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

• Extensive experience handling Sev1 / Sev2 incident responses.

• Proficient in high governance and compliance environments.

• Experience coordinating with partners for patching, enhancement requests, and incident management.

• Proven ability to manage projects, tasks, and deliverables effectively.

• Strong communication, planning, coordination, and customer-focused skills.

• Preferred experience in setting up processes using ServiceNow and Jira Service Management.

• Experience in vendor management.

• Proficient in Excel, PowerPoint, and presentation skills.

• SQL knowledge is required.

• Familiarity with Cloud AWS/GCP is desirable.

• Knowledge of SOAP is desirable.

• Understanding of Healthcare EDI is highly desirable (e.g., 270, 271, 276, 277, 834, 835).

• ETL processing experience is desirable.

• Required experience in ITIL practices and software delivery; ITIL certification is a plus.

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

• Ability to build partnerships and share responsibilities toward common goals.

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

• Must be available to work Mountain Standard Time hours.

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

🏝️ Benefits

• Remote work environment.

• Opportunities for on-call support after hours and on weekends.

• Travel may be required based on company needs.

• Reasonable accommodations for individuals with disabilities.

• Commitment to equal opportunity and workforce diversity.