IT Operations Analyst I

Hyderabad, Andhra Pradesh, India · Bangalore, Karnataka, India

About the role

Job Track Description:

Experience: 3+ years in Production support activities
Requires formal graduate degree and relevant expertise in a Production support activity.
Leading and coordinating troubleshooting 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

Monitors and applications and processes issues, recommends long term remediation steps.
Creates documented process for daily activities
Researches and advises on production anomalies.
Applies functional knowledge of the processes for remediation of anomalies.
Applies functional knowledge to support incident management requests.
Works with Support Teams to define root cause and replicate issues.
Works with Support Team to re mediate issues.
Verifies environment stability.
Recognized as an subject matter expert on Process and Systems.
Mentors and trains team members.

Primary Skills (Must Have):

Good understanding of the US Healthcare system (Payer, Provider & PBM).
Good verbal and written communication skills.
Experience or exposure to production monitoring and support – IWA, UC4, App dynamics etc.
Familiarity with ticketing tools and incident management processes – Service Now.
Knowledge of healthcare business workflows (claims, eligibility, payments)

Behavioral & Work Requirements