This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Operations Lead based in United States.
This role will lead the operational excellence of customer-facing technology delivery within a complex healthcare technology environment.
You will oversee production support for a mid-sized health plan, ensuring critical administrative systems and surrounding applications remain stable and reliable.
The position combines incident management, service delivery, customer engagement, operational reporting, and technical coordination across multiple teams and vendors.
You will play a central role in prioritizing operational events, driving root cause analysis, and resolving escalated issues.
The role also involves coordinating maintenance, upgrades, changes, and issue resolution across infrastructure, databases, middleware, operating systems, networks, and external applications.
Success requires strong healthcare payer technology expertise, disciplined service management practices, and the ability to work effectively across onshore and offshore teams.
This is an opportunity to make a direct impact on the reliability and performance of technology that supports critical healthcare operations.
Accountabilities
- 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.
Requirements
- Bachelor’s degree in a relevant field, combined with at least 6 years of experience managing customer-facing production support environments of mid-to-large scale.
- Strong experience working with healthcare payer platforms such as Facets, QNXT, or NASCO, with a solid understanding of health insurance technology operations.
- 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, as well as healthcare Electronic Data Interchange (EDI) transactions such as 270, 271, 276, 277, 834, and 835.
- Hands-on experience establishing and improving operational processes using service management tools, preferably ServiceNow and Jira Service Management.
- Proven ability to monitor and manage the health of production application environments and provide technical support within complex architecture landscapes.
- Strong SQL skills are required, while experience with AWS or Google Cloud Platform (GCP), SOAP, and Extract, Transform, Load (ETL) processing is desirable.
- Understanding of Information Technology Infrastructure Library (ITIL) practices, software delivery processes, and ITIL-based operations, with ITIL certification considered a plus.
- Practical experience working with Statements of Work (SOWs), Service Level Agreements (SLAs), and Change Requests.
- Experience working with Software as a Service (SaaS) providers and healthcare technology applications is an advantage.
- Strong delivery management and customer, partner, or account interaction experience, with the ability to build trusted relationships and manage expectations effectively.
- Experience working within onshore/offshore operating models and coordinating distributed technical teams is required.
- Strong communication, prioritization, problem-solving, escalation management, and cross-functional collaboration skills.
- Willingness to travel approximately 5% as required.
Benefits
- Annual base salary range of $80,000–$110,000, with final compensation determined based on skills, experience, qualifications, education, and other relevant factors.
- Full-time, permanent employment.
- Fully remote position for candidates based in the United States.
- Opportunity to work across multiple time zones within a collaborative technology delivery environment.
- Exposure to complex healthcare technology platforms, production operations, customer-facing service delivery, and multi-vendor environments.
- Approximately 5% travel, depending on business and operational requirements.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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