SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
HealthEdge is seeking an IT Technical Operations Manager to lead operational excellence for customer-facing technology delivery operations supporting health insurance companies. This role is critical to ensuring reliable, compliant healthcare platform operations.
You will manage day-to-day production support for mid-size health plans, overseeing core administrative systems including enrollments, claims, adjudication, and payments. Key responsibilities include:
- Planning and coordinating operational needs for technology delivery, guided by organizational values
- Generating timely SLA and operational reports for customers and management
- Driving incident resolution and root cause analysis for production issues
- Managing change and issue resolution across network, middleware, hardware, OS, database, and external application groups
- Prioritizing daily operational events and escalations
- Managing incidents in JIRA/ServiceNow and coordinating with offshore teams
- Planning system maintenance and upgrade events across multiple vendors
- Handling customer escalations and driving customer calls/priorities
- Coordinating project staffing and defining improved operational methods
- Available for on-call support after hours and weekends
- Working in Eastern Time hours with potential for up to 5% travel
Required qualifications: Bachelor's degree in business or technical field (or equivalent experience); 6+ years managing mid-to-large customer-facing production support environments; proven experience in onshore/offshore models; delivery management and customer interaction experience; technical support background in complex architecture environments; strong service management, SLA tracking, and operational reporting skills; expertise handling Sev1/Sev2 incidents; high governance and compliance environment experience; ITIL practices knowledge (certification preferred); strong communication and Excel/PowerPoint skills; SQL experience required.
Highly desirable: Healthcare payer platform experience (Facets, QNXT, NASCO); SaaS and HealthEdge application knowledge; AWS/GCP cloud experience; Healthcare EDI experience (270, 271, 276, 277, 834, 835); ETL processing knowledge; ServiceNow and Jira Service Management expertise.
This is a full-time, permanent, exempt position offering the opportunity to shape healthcare technology operations at scale.
