Manager II - Production Support

Manager IT Operations About HealthProof At HealthProof, you will join a fast paced, growing company in our mission to reshape the future of health insurance through significantly reducing administrative costs and building better healthcare experiences for our health plans customers and their members. By creating a modern, cloud based, Best-In-Class core administration ecosystem, we have made healthcare more affordable and helped our health plans operate more efficiently. Through member and provider touchpoints with less friction, we have created real impact for member. HealthProof is run by leaders with strong health plan and technology background with a startup mindset and an environment of support where individual growth is nurtured. You will be supporting our proven core admin solutions and business process-as-a-service (BPaaS) operations to provide transparency, improve operational efficiency, break down operational barriers to scale and drive strategic growth. The Manager IT Operations position will be instrumental in planning, coordinating and streamlining operational needs for customer facing technology delivery operations, guided by HealthProof\u2019s values. The person in this role will manage a support team to provide great customer experience and ensure service SLA\u2019s. Key responsibilities will be to help develop, improve service management portfolio for customer implementation. The person in this role will report to the Director of Delivery, manage and co-ordinate activities across a geographically dispersed team. As a Manager IT Operations at HealthProof, you will be accountable for the following: - 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\u2019s Code of Conduct; all regulatory and contractual requirements; organizational policies; procedures; and internal controls. You bring: - 6+ years\u2019 experience managing a mid to large size customer facing production support environment - 5+ years Informatica \/ Informatica Cloud experience highly desirable - 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 - Bachelor\u2019s 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 ","