Senior Manager - IT Ops

R1 RCM India is proud to be recognized amongst India's Top 50 Best Companies to Work For™ 2023 by Great Place To Work® Institute. We are committed to transform the healthcare industry with our innovative revenue cycle management services. Our goal is to ‘make healthcare simpler’ and enable efficiency for healthcare systems, hospitals, and physician practices. With over 30,000 employees globally, we are about 14,000 strong in India with offices in Delhi NCR, Hyderabad, Bangalore, and Chennai. Our inclusive culture ensures that every employee feels valued, respected, and appreciated with a robust set of employee benefits and engagement activities. 

Our mission is to be the one trusted partner to manage revenue, so providers and patients can focus on what matters most. Our priority is to always do what is best for our clients, patients, and each other. With our proven and scalable operating model, we complement a healthcare organization’s infrastructure, quickly driving sustainable improvements to net patient revenue and cash flows while reducing operating costs and enhancing the patient experience.  

Job Description: 

The Senior Manager (IT Operations) will report to R1 IT India leader and will support ongoing efforts to strengthen the posture and continued expansion of IT Operations team. The role will be primarily responsible for managing R1 Major Incident Management (MIM) function in India and will have dotted line responsibilities to other IT Ops leaders for specific functions. The Senior Manager will perform administrative/people management duties for sister IT support teams with an India presence, while their respective team leaders will be determining their day-to-day work. The role will contribute to improve IT support by actively monitoring and responding to end user’s queries, encourage best practices through the end-end technical support process, identify areas of improvement, evaluate daily, weekly, and monthly team’s productivity, provide feedback to the appropriate internal leaders. 

Duties & Responsibilities 

• Lead the internal IT support teams in our day-to-day IT operations, and contributing to the overall improvement of our IT support and functions 

• Lead major incident management (MIM) function for offshore and partner with Global IT Director of MIM 

• Provide leadership oversight for major incidents including resolution and communication to various levels 

• Be on-point for MIM function in India and escalate issues as needed to leadership 

• Partner and collaborate with various IT teams for a swift handling of major incidents 

• Implement and improvise best practices for IT support 

• Manage high priority initiatives in a fast paced, highly technical environment managing large scale IT projects across global IT environments as needed 

• Refine long term IT support processes as part of Customer Onboarding 

• Provide thought leadership for implementation of new process, procedures, and policies for supporting end-users and R1 technology  

• Contribute to the wider IT goals, juggling multiple and conflicting priorities in a timely manner 

• Holding the teams to the highest standards, project discipline and accountability   

• Accelerate adoption of existing technologies and educate end users.  

• Demonstrate a focus on listening to and understanding client/business needs and then exceeding service and quality expectations.  

Specialized Knowledge & Required Skills 

• Proven work experience within IT and IT Operations 

• Relevant skills and experience with IT support processes 

• Exceptional customer service skills with a problem-solving attitude 

• Team management skills, team player, can collaborate  

• Able to troubleshoot a large variety of technical issues 

• Experience in remote support 

• Ability to work under pressure 

• Ability to manage risk, and encourage strategic risk management-based delivery in others to manage expectations and communicate effectively 

• Hands on experience with Network Operations, incident management and application support management 

• Solid technical background with an ability to give instructions to a non-technical audience 

• Excellent written and verbal communications skills 

• Ability to communicate in a clear and open manner through verbal, written, and non-verbal methods, to all levels of the organization 

Qualifications 

• Master’s or Bachelor’s degree in computer science, engineering, or related field 

• 8-10 years of experience in IT 

• 2-4 years of IT Operations experience in a manager role 

• Experience leading and managing a team of incident managers and support engineers 

• Advanced problem-solving skills 

• Exceptional written and verbal communication skills 

• Proven ability to work well under pressure and meet deadlines