Manager, IT Operations

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 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.
• 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 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.
• Interpersonal skills *
• People management skills. 

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded:  click here to access or download the form.  Complete the form and then email it as an attachment to [email protected]. You may also click here to access Conduent's ADAAA Accommodation Policy.