Overview
The Operations Engineer works primarily with enterprise customers of Edifecs/Cotiviti Smart Trading products, proactively assisting them with post-sales installation, configuration, upgrade, troubleshooting and day-to-day operational management. Responsibilities include taking a proactive leadership role working with the Engineering team and Customers to triage and resolve highly complex, technical, and application-related issues that impact product performance in customer-specific environments, or issues that directly hamper a broader customer adoption of Edifecs/Cotiviti ST product. In addition to working with customers, the Operations Engineer will routinely partner with our Development, Sustaining Engineering, and Sales Engineering organizations to resolve support issues, document bugs, provide UAT on product builds, and ensure that new and newly upgraded server installations are successful. The ideal candidate will have extensive knowledge and hands-on experience with Docker and Kubernetes, along with a strong background in research & and implementation. This role will involve working closely with our IT SaaS team to design, implement, and maintain containerized environments and orchestration systems to support our organization's infrastructure and applications .
Responsibilities
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- Manage end-to-end operations for Edifecs/Cotiviti hosted or customer-hosted Encounter Management application instances including deploying upgrades, making configuration changes, managing day-to-day submission operations, building custom tools and utilities, creating Adhoc reports/queries.
- Provide technical support to enterprise clients related to technical and operational aspects of the products.
- Partner with IT SaaS team to Design, deploy and manage Docker containers and Kubernetes clusters in both development and production environments and integrate with Edifecs/Cotiviti Products.
- Partner with the Product and engineering team to get the EKS-compatible builds.
- Collaborate with software developers and system administrators to optimize application performance and scalability using containerization and orchestration technologies.
- Develop and maintain CI/CD pipelines for automated testing, deployment, and monitoring of containerized applications.
- Troubleshoot and resolve issues related to containerized environments, Kubernetes clusters, and related infrastructure components.
- Partner with Product Support Engineers and development teams as necessary to troubleshoot issues and implement resolutions.
- Analyze application and database performance, identify bottlenecks, and provide a fix/ report to the development team for a fix.
- Provide workarounds or temporary fixes to the client to avoid processing disruption.
- Create and provide ad hoc reports based on need to support the client operations.
- Proactive management of submission cycles, and reactive management of customer-reported cases/issues.
- Plan and execute File submissions workflow including schedule management, batch management, file monitoring, and potential automation implementation.
- Deliver a consistent, responsive, and satisfying customer experience with each contact.
- Collect all necessary problem details from customers to be able to effectively see the problem to resolution.
- Successfully reproduce customer issues in a controlled test environment.
- Follow standard operational procedures for case management.
- Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics.
- Update knowledge base / create reusable documents, originating from patterns observed during customer issue troubleshooting.
- Plan and prioritize application maintenance including deployment of application patches and application upgrades in Edifecs/Cotiviti Cloud.
- Develop/ improve processes to monitor the health of the Edifecs/Cotiviti application in a SaaS model and take necessary actions to fix the issues in a timely manner to meet the uptime SLAs of the customers.
- Identify and solve problems without assistance and guidance.
- Implement projects related to migration of client implementations to containerized version.
- Manage multiple clients on AWS and provide technical support to team members.
- Identify process flows that can be automated to reduce manual intervention and implement the automation as per timelines decided.
Qualifications
- BS in Computer Science or other technology-related program or equivalent experience in implementing, and operating Java stack-based enterprise applications.
- 2+ years of applicable experience in supporting commercial off-the-shelf enterprise products.
- Understanding of the following underlying technologies used by Edifecs/Cotiviti solutions: Java, JMS, SQL Server/ Oracle, Web/Application Servers like Apache Tomcat/ IBM WAS.
- Experience with at least one integration or ESB software such as Edifecs/Cotiviti XEngine Server, TIBCO EMS, IBM WebSphere suite, Web methods, MuleSoft, Intersystem Ensemble.
- Proven expertise in Docker containerization and Kubernetes orchestration.
- Experience with cloud computing platforms such as AWS, Azure, or Google Cloud Platform.
- Prior demonstrable experience in deploying and supporting high transaction volume applications on AWS.
- Good understanding of SOAP and REST-based web services.
- Prior experience troubleshooting performance problems that may have many underlying causes such as Disk, Database, Network, Messaging, and other platform / 3rd party solutions.
- Prior experience in troubleshooting problems in Java-based applications using open-source tools / JDK tools such as jstack, visualvm, console, jmap, and similar tools to identify memory issues, deadlocks, and application performance.
- Ability to guide customers remotely through complex, multi-server deployments and upgrades for enterprise products.
- Familiarity with at least one non-Windows operating system (such as Linux, HPUX, AIX).
- Familiarity with EDI Standards such as X12, EDIFACT, HL7, NCPDP and knowledge of HIPAA transactions is a plus.
- Prior Scripting and Programming Experience for solving business problems preferred.
- Knowledge of various network and internet technologies and communication protocols: TCP/IP, sFTP, HTTP, AS2, etc. highly desired.
- Effective communication and collaboration skills.
- Certifications such as Certified Kubernetes Administrator (CKA) or Docker Certified Associate (DCA) are a plus.
