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HealthEdge is seeking a Technical Operations Manager to lead operational excellence for customer-facing technology delivery operations serving health insurance companies. This is a full-time, permanent role based in US Mountain Standard Time.
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, coordinating, and streamlining operational needs for technology delivery
• Managing operational excellence and timely generation of SLA/operational reports to customers and management
• Driving issue resolution and root cause analysis for incidents
• Prioritizing daily operational events and managing incidents in JIRA/Service Now
• Managing change and issue resolution activities across network, middleware, hardware, OS, database, and external application groups
• Planning system maintenance and upgrade events
• Driving customer calls and escalation resolution
• Coordinating with offshore teams and leadership
• Available for on-call support after hours and weekends
Required qualifications:
• Bachelor's degree in business or technical field (or equivalent experience)
• 6+ years managing mid to large-size customer-facing production support environments
• Experience in onshore/offshore operational models
• Delivery management and customer/account interaction experience
• Technical support experience in complex architecture environments
• Healthcare payer platform experience (Facets, QNXT, NASCO)
• Strong service management, SLA tracking, and operational reporting skills
• Sev1/Sev2 incident response experience
• ITIL practices and software delivery knowledge (ITIL certification a plus)
• Service Now and Jira Service Management experience
• SQL proficiency
• Strong communication and customer focus
Desirable skills include AWS/GCP cloud experience, SOAP, Healthcare EDI (270, 271, 276, 277, 834, 835), and ETL processing. Up to 5% travel may be required. The role involves working across multiple time zones with extended periods at a computer using video technology.
