Perform tasks according to established procedures.
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. Prepare Management KPIs.
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
Performs other duties as assigned.
Comply with all policies and standards.
Ensure SLA compliance and timely communication during incidents.
Prepare shift handover notes and daily status updates.
Follow HIPAA and PHI compliance guidelines at all times.

7+ years in Managing Production support activities
Requires formal graduate degree and relevant expertise in a Production support activity.
Basic ITIL experience with Certification.
Lead and coordinate troubleshooting/triage calls.
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.
Strong communication skills both written and verbal.
Requires a conceptual understanding of theories, practices, and procedures in a Production Support environment.
Good understanding of the US Healthcare system (Payer, Provider, PBM)

IT Operations Manager

Key skills