Perform tasks according to established procedures with minimal guidance
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
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
Prepare shift handover notes and daily status updates

2+ years in Production support activities
Graduate degree and relevant expertise in a Production support activity
Ability to multi-task and perform a diverse mix of technical and reporting tasks
Flexible availability as shifts are consistently and evenly distributed in a 24/7/365 service delivery environment
Strong communication skills both written and verbal
Understanding of theories, practices, and procedures in a Production Support environment
Good understanding of the US Healthcare system (Payer, Provider, PBM)

IT Operations Analyst II

Key skills