Support Manager of IT Operations

Hello;

Title: Manager II Production Support

Location: Remote

Fulltime

The Opportunity:

Manage operational excellence for technology delivery.

Timely generation of SLA/ Operational reports to customers and management

Driving issue resolution and root cause analysis for incidents

Manage day to day production support for a midsize HealthPlan including support of core administrative systems (enrolments claims adjudication and payments) surrounding applications/products and downstream and upstream vendors.

Driving customer calls and priorities

Prioritize daily operational events and issues.

Managing incidents in the service management systems like JIRA/Service Now.

Manage change and issue resolution activities with network middleware hardware OS DB and external application groups.

Plan system maintenance and upgrade events across multiple vendors

Customer escalation resolution

Project staffing

Define improved methods that create ease and consistency.

Coordinating with offshore teams and leadership

Available for oncall support after hours and weekends

Comply with the organizations Code of Conduct; all regulatory and contractual requirements; organizational policies; procedures; and internal controls.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What you need:

6 years experience managing a mid to large size customer facing production support environment

Strong experience with service management SLA tracking and operational reporting to customers and management

Experience managing projects and tasks.

Strong communication skills with peers customers and partners

Experience in setting up processes using service management tools Preferably Service Now and Jira

Experience managing health of production application environments.

Experience working in a technical support role in complex architecture environment.

Experience working with Vendors.

Experience working in offshore model.

Experience managing tasks and deliverables.

Strong Excel PowerPoint and presentation skills

Experience with SQL required.

Experience with Cloud AWS/GCP desirable

Experience with SOAP EDI desirable

Experience ETL processing desirable.

Understanding of ITIL practices and software delivery

Practical knowledge of working with SOWs SLAs and Change Requests

Ability to foster partnerships and a shared sense of responsibility toward goals.

Strong/proven customer focus

Capability to approach problems as challenges.

Strong planning and coordination skills

Bachelors degree or higher in business or technical field or commensurate experience in the field

Work experience in delivery management and customer partner or account interaction is a must

Experience working in an onshore/offshore model is a must.

Experience working with SaaS providers and HealthEdge applications is a plus.