Application Support Manager

Role & responsibilities We are looking for a Operations Manager to manage and support a larger group who monitors US Healthcare Payer, Provider, PBM applications. This role involves team management, first-level monitoring, incident triage, and escalation to ensure smooth processing of healthcare transactions in compliance with HIPAA standards. Job Track Description: Experience: 8+ 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. This is broken out into three shifts and distributed equitably amongst this dedicated team. Holiday work required. 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) Responsibility Statements 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.