Manager I - Product Support

Platform Manager

(UST SO Title) Manager I - Product Support

Who we are:

HealthProof

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 start-up 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:

A Platform Upgrade Manager; who under the general supervision of the IT OPS Director and or Delivery Lead; will work to support annual and biannual Health edge Platform Upgrades for Health Plan clients. You will work with Health edge, Health Plan Clients; third party vendors; and onshore and offshore UST associates to ensure seamless, high-quality upgrades. As the lead, you will also manage matrixed teams and be responsible for building a high performing team of several Project Managers skilled in repeatable processes. You should have excellent technical and communication skills and ability to engage both onsite and remotely with all parties. You should be an excellent problem solver who’s able to grasp customer needs and brainstorm ways to fulfill them.

The Opportunity :

• Resolve L1 Incident and service requests within agreed SLA.
• Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity.
• Update SOP with updated troubleshooting instructions and process change.
• Mentor new team members in understanding customer infrastructure and processes.
• Perform alert analysis for driving incident reduction.
• Manage and build a high performing team of committed associates.
• Continue to build upon our upgrade playbook.
• Create repeatable project plans and processes.
• Practice Program Management skills, methodology and governance.
• Experience writing, reviewing, and executing Statements of Work.
• Improve testing tools, methodologies and reduce cycle time.
• Coordinate change and issue resolution activities.
• Work with the client to prioritize issues and other critical decisions.
• Able to track and trend metrics regarding performance, test execution and project completion.
• Plan system maintenance and upgrade events across multiple vendors.
• Ensure repeatability and reusability of integration design, processes and code
• Provide constructive feedback to staff .
• Independently manage delivery commensurate with customer expectations. Build UST capabilities in the product space within the industry vertical(s).
• Acts as an industry SME for product support of multiple products.
• Drive practice profitability. Practice enablement through capability building, solution development; supporting relationships with product partner(s).
• Collaborate with product partner(s) of customers, ensuring successful support for the products.
• Oversee Product Planning and Execution.
• Provide total support; recommending suggestions to Engineering, Sales, Marketing and Support to ensure revenue growth and customer satisfaction.
• Define OKRs and success steps for self/ team, providing feedback of goals to team members.
  

What you need :

• Experience in multiple technologies which could include but not be limited to: Informatica, Core Java; Spring Boot; Web Services; XML; SQL; Middleware.
• Experience in developing; debugging and testing or have a strong understanding of small project or technical changes planning.
• Excellent trouble-shooting skills, with the ability to quickly identify and document the root cause of issues, and effectively communicate possible resolutions.
• Ability to communicate effectively across all levels within Technology, Business and Operations.
• Capability to approach problems as challenges and deal with them constructively while promoting this approach to other team members.
• Understanding of the impact of system reliability on business processes and financial performance.
• Strong planning and coordination skills.
• Expertise with SQL and relational databases.
• Experience with Agile tools and methodologies including JIRA; SCRUM; Git; BitBucket.
• Should have experience working in ticketing tool, Preferably Service Now and Jira
• Experience in Program management and governance.
• Bachelor’s degree or higher in business or technical field; 6 years of relevant work experience.
• Work experience in client partner or account interaction is a must.
• Strong/proven Customer Focus.
• Experience working in an offshore model is a must.
• Experience in a Health Edge application and a managed care environment is preferred.
  

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.