Healthcare Manager IT Operations

IT Operations Manager
Manager I – Production Support
Remote ,USA
Who we areBorn digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.
UST is a mission-driven group of over 29,000 practical problem solvers and creative thinkers in over 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.
With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.
Visit us at UST.com (http://www.ust.com/) .
At UST HealthProof, you will join a fast paced, growing company in our mission to reshape the future of health insurance through significantly reducing administrative costs and building better healthcare experiences for our health plans customers and their members. By creating a modern, cloud based, Best-In-Class core administration ecosystem, we have made healthcare more affordable and helped our health plans operate more efficiently. Through member and provider touchpoints with less friction, we have created real impact for member.
UST HealthProof is run by leaders with strong health plan and technology background with a startup mindset and an environment of support where individual growth is nurtured. You will be supporting our proven core admin solutions and business process-as-a-service (BPaaS) operations to provide transparency, improve operational efficiency, break down operational barriers to scale and drive strategic growth.
You Are
The Manager IT Operations position will be instrumental in planning, coordinating and streamlining operational needs for customer facing technology delivery operations, guided by UST HealthProof’s valuesThe person in this role will manage a support team to provide great customer experience and ensure service SLA’s. Key responsibilities will be to help develop, improve service management portfolio for customer implementation.The person in this role will report to the Director of Delivery, manage and co-ordinate activities across a geographically dispersed team.
The Opportunity

* Manages the overall support team by leading and guiding them to handle support issue resolution within defined timelines to ensure availability of all supported applications; ensuring the team is as efficient and productive as possible .
* Act as an escalation point of contact for application support issues; requiring the ability to handle challenging issues related to supporting various applications and systems
* Co-ordinate and promote the effective functioning of /problem management activities across all support teams
* Develop relationship with customer community and the internal stake holders; discussing all production support aspects with Application Development Management and customer stake holders
* Arrange, assign, adjust and monitor shifts to have appropriate coverage and provide additional support to existing production support procedures
* Provide technical support for production cycles jobs; troubleshooting issues.
* Interact with infrastructure, release management, change management, incident management, QA, DBA and application development teams; amicably resolving conflicts
* Provide regular status reports to customer and Delivery/Account manager on application status and other metrics
* Prioritize issues raised; coordinate escalation and resolve major service issues
* Effectively allocate resources to resolve problems/incidents based on priority
* Define and manage scope, budget, schedule, priorities and risk throughout the multiple projects
* Coordinate areas of communication within the account having impact on scope, budget, risk and resources
* Proactively ensure team monitors all data processing and batch jobs to ensure secure services with minimum downtime
* Uphold the standards and best practices by adhering to them in their work, as well as by implementing them in the team’s work by review and monitoring
* Provide innovative contribution within the team by coming up with ideas to automate repetitive work
* Able to mentor support team members in such a way that they can progress on to the next level of growth
* Conduct peer reviews and demand high quality standards from the reviewed deliverables
* Handle resourcing requirements for support roles in the team
* Maintain the team resource pyramid and plan for resource rotation on regular time-frame
* Ensure overall customer satisfaction by regular touch points with team and customer stakeholders

What you need

* Strong experience with service management, SLA tracking and operational reporting to customers and management
* 6 years’ experience managing a mid to large size customer facing production support environment
* 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/GCP 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

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Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. As required by local law, UST provides a reasonable range of compensation for roles that may be hired in California, Colorado, New York City or Washington as set forth below.
Role Location: Range of Starting Pay for Role
Remote : $116,000 -174,000 pa
What we believe:
We’re proud to embrace the same values that have shaped UST since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone, to champion diversity and inclusion, and to place people at the center of everything we do.
Humility:
We will listen, learn, be empathetic and help selflessly in our interactions with everyone.
Humanity:
Through business, we will better the lives of those less fortunate than ourselves.
Integrity:
We honor our commitments and act with responsibility in all our relationships.
Equal Employment Opportunity Statement
UST is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.