Job Description
Manager IT Operations
Manager II - Production Support
Who We Are
UST HealthProof is a dynamic company with a mission to lower the cost of care and deliver the future of healthcare. Our consumer-centric approach gives our health plan customers a modern infrastructure and reduced administrative costs, helping to drive better business results for our customers — and better outcomes for our communities.
We achieve this mission together through teamwork, communication, collaboration, and focus. Our employees are our greatest assets, and we invite you to apply to be a part of our journey toward making a difference in healthcare in the United States. **
You Are**
The Manager IT Operations position will be instrumental in planning, coordinating, and streamlining operational needs for customer-facing technology delivery operations, guided by UST HealthProof’s values. The person in this role will manage a support team to provide great customer experience and ensure service SLAs. Key responsibilities will be to help develop and improve the service management portfolio for customer implementation. The person in this role will report to the Director of Delivery, and manage and co-ordinate activities across a geographically dispersed team. **
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 mid-size HealthPlan including support of core administrative systems (enrollments, 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 on-call support after hours and weekends
- Comply with the organization’s 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 the health of production application environments
- Experience working in a technical support role in a complex architectural 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 is desirable
- Experience with SOAP, and EDI is desirable
- Experience in ETL processing is 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
- Bachelor’s 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
Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. As required by local law, UST provides a reasonable range of compensation for roles that may be hired in California, Colorado, New York, or Washington as set forth below. **
Role Location: Remote
Compensation Range:** $125,000-$145,000
Our full-time, regular associates are eligible for 401K matching, and vacation accrual and are covered from day 1 for paid sick time, healthcare, dental, vision, life, and disability insurance benefits. **
What We Believe**
We’re proud to embrace the same values that have shaped UST HealthProof since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone, to champion diversity and inclusion, and to place people at the center of everything we do. **
Humility**
We will listen, learn, be empathetic and help selflessly in our interactions with everyone. **
Humanity**
Through business, we will better the lives of those less fortunate than ourselves. **
Integrity**
We honor our commitments and act with responsibility in all our relationships. **
Equal Employment Opportunity Statement**
UST HealthProof is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
UST HealthProof reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.
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