Manager, Healthcare IT Technical Operations

HealthEdgeHealthcare IT

United States, Eastern Standard TimeFull-TimeManager

Salary120,000 - 140,000 USD per year

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Job Details

Experience: 6+ years of experience supporting or managing customer-facing production environments; 2+ years of experience leading, coaching, and developing employees in an operational, technical support, or service delivery environment.
Required Skills: SQLServiceNow

Bachelor's degree or higher in Computer Science, Engineering, Information Technology, Business, or a related field, or an equivalent combination of education and experience.
6+ years of experience supporting or managing customer-facing production environments.
2+ years of experience leading, coaching, and developing employees in an operational, technical support, or service delivery environment.
Experience managing employee performance, career development, staffing, and workforce planning.
Experience leading customer-facing operational delivery, including delivery management and customer or account interaction.
Experience managing production application environments in a complex architecture.
Experience with healthcare payer platforms such as Facets, QNXT, or NASCO.
Experience with service management, SLA tracking, operational reporting, customer communications, and Sev1/Sev2 incident management.
Experience with ServiceNow and Jira Service Management; ITIL practices and software delivery experience, with ITIL certification a plus.
SQL, healthcare EDI transactions (270, 271, 276, 277, 834, 835), and ETL processing experience required.
Eastern Standard Time working hours; available as needed after hours for critical incident management, with up to 5% travel.

Own operational performance, service delivery outcomes, and customer satisfaction across assigned customer accounts.
Lead day-to-day production support for healthcare payer environments, including core administrative systems, integrated applications, and vendor-supported solutions.
Drive incident resolution, root cause analysis, customer escalations, and operational priorities.
Coordinate issue resolution across internal technology teams, infrastructure teams, vendors, and business partners.
Plan and oversee maintenance events, production changes, and system upgrades.
Develop and present SLA, operational performance, and service health reporting to customers and internal leadership.
Lead customer governance forums, operational reviews, service reviews, and escalation discussions.
Identify operational, technical, staffing, vendor, and service delivery risks and drive mitigation plans.
Improve service quality and delivery through process, governance, playbook, control, and automation improvements.
Coach and develop team members, manage performance and staffing, and coordinate with offshore teams.

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