Key skills
LeadershipCommunication
About this role
Role Overview
- 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.
- Comply with all policies and standards.
- Ensure SLA compliance and timely communication during incidents.
- Follow HIPAA and PHI compliance guidelines at all times.
Requirements
- 2+ years in Production support activities
- Requires formal graduate degree and relevant expertise in a Production support activity.
- 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.
- Good understanding of the US Healthcare system (Payer, Provider, PBM)
- Knowledge of healthcare business workflows (claims, eligibility, payments)
- Experience or exposure to production monitoring and support – IWA, UC4, App dynamics etc.
Benefits
- Strong communication skills both written and verbal.
- Health insurance
- Flexible work hours
- Holiday work required.