Manager - Production Support

Role: Manager - Production Support Location: Remote (EST candidates only) Duration: Fulltime Requirements:
6+ years experience managing a mid to large size customer facing production support environment
Strong experience with service management, SLA tracking and operational reporting to customers and management
Experience managing projects and tasks.
Strong communication skills with peers, customers, and partners
Experience in setting up processes using service management tools, Preferably Service Now and Jira
Experience managing health of production application environments.
Experience working in a technical support role in complex architecture environment.
Experience working with Vendors.
Experience working in offshore model.
Experience managing tasks and deliverables.
Strong Excel, PowerPoint and presentation skills
Experience with SQL required.
Experience with Cloud AWS/Google Cloud Platform desirable
Experience with SOAP, EDI desirable
Experience ETL processing desirable.
Understanding of ITIL practices and software delivery
Practical knowledge of working with SOWs, SLAs, and Change Requests
Ability to foster partnerships and a shared sense of responsibility toward goals.
Strong/proven customer focus
Capability to approach problems as challenges.
Strong planning and coordination skills
Bachelor s degree or higher in business or technical field or commensurate experience in the field
Work experience in delivery management and customer partner or account interaction is a must
Experience working in an onshore/offshore model is a must.
Experience working with SaaS providers and HealthEdge applications is a plus. Responsibilities:
Manage operational excellence for technology delivery.
Timely generation of SLA/ Operational reports to customers and management
Driving issue resolution and root cause analysis for incidents
Manage day to day production support for a mid-size HealthPlan including support of core administrative systems (enrolments, claims, adjudication, and payments), surrounding applications/products and downstream and upstream vendors.
Driving customer calls and priorities
Prioritize daily operational events and issues.
Managing incidents in the service management systems like JIRA/Service Now.
Manage change and issue resolution activities with network, middleware, hardware, OS, DB, and external application groups.
Plan system maintenance and upgrade events across multiple vendors
Customer escalation resolution
Project staffing
Define improved methods that create ease and consistency.
Coordinating with offshore teams and leadership
Available for on-call support after hours and weekends
Comply with the organization s Code of Conduct; all regulatory and contractual requirements; organizational policies; procedures; and internal controls. Thanks Arjun Technical Recruiter Empower Professionals LinkedIn: ;/strong> 100 Franklin Square Drive Suite 104 Somerset, NJ 08873 ;/strong> Certified NJ and NY Minority Business Enterprise (NMSDC) Manager - Production Support - Healthcare domain Exprience is must - (EST candidates only) - CH