Technical Operations Lead
New
J
JobgetherHealthcare Technology
Fully remote position for candidates based in the United States., Opportunity to work across multiple time zonesFull-TimeLead
Salary80,000 - 110,000 USD per year
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Job Details
- Experience
- At least 6 years
- Required Skills
- SQLServiceNow
Requirements
- Bachelor’s degree in a relevant field.
- At least 6 years of experience managing customer-facing production support environments of mid-to-large scale.
- Strong experience with healthcare payer platforms such as Facets, QNXT, or NASCO.
- Demonstrated expertise in service management, SLA tracking, operational reporting, and customer-facing technology delivery.
- Experience with file transfer management solutions such as MOVEit or Edifecs.
- Knowledge of healthcare Electronic Data Interchange (EDI) transactions (270, 271, 276, 277, 834, 835).
- Hands-on experience with ServiceNow and Jira Service Management.
- Strong SQL skills.
- Understanding of ITIL practices and operations.
- Practical experience working with SOWs, SLAs, and Change Requests.
- Experience working within onshore/offshore operating models and coordinating distributed technical teams.
- Willingness to travel approximately 5%.
Responsibilities
- Lead operational excellence for customer-facing technology delivery, ensuring production environments remain stable, reliable, and aligned with service commitments.
- Manage day-to-day production support for a mid-sized health plan, including core administrative systems supporting enrollment, claims, adjudication, payments, and related upstream and downstream applications.
- Prioritize daily operational events, incidents, and customer issues while coordinating timely resolution across technical and business teams.
- Drive incident resolution, root cause analysis, and corrective actions to reduce recurring production issues and improve overall service reliability.
- Lead customer calls, manage priorities, and provide clear communication throughout operational incidents, escalations, and resolution activities.
- Generate timely Service Level Agreement (SLA) and operational reports for customers and management, providing visibility into service performance and key operational trends.
- Manage incidents and service requests through service management platforms such as Jira and ServiceNow, while establishing and improving operational processes.
- Coordinate change and issue resolution activities across network, middleware, hardware, operating system, database, and external application teams.
- Plan and coordinate system maintenance, upgrades, and other operational events involving multiple technology and vendor teams.
- Resolve customer escalations by coordinating internal stakeholders, external partners, and technical resources to deliver effective and timely outcomes.
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