IT Operations Associate II

We are looking for a L1 Monitoring Analyst to support and monitor US Healthcare Payer, Provider, PBM applications. The role involves first-level monitoring, incident triage, and escalation to ensure smooth processing of healthcare transactions in compliance with HIPAA standards.

Job Track Description:

- Experience : 1+ years in Production support activities

- Requires formal graduate degree and relevant expertise in a Production support activity.

- Leading and coordinating troubleshooting calls.

- Ability to multi-task and perform a diverse mix of technical and reporting tasks, with shift hand-offs.

- Must have flexible availability as shifts are consistently and evenly distributed in this 24/7/365 service delivery environment. This is broken out into three shifts and distributed equitably amongst this dedicated team.

- Holiday work required.

- Strong communication skills both written and verbal.

- Requires a conceptual understanding of theories, practices, and procedures in a Production Support environment.

- Good understanding of the US Healthcare system (Payer, Provider, PBM)

Responsibility Statements

- Perform tasks according to established procedures with minimal guidance.

- Assists in production events with L2 team by attending meetings and performing required actions.

- Collects data from internal and external customers to generate reports and operational dashboards.

- First Line Support (Logging, Triaging, prioritization, tracking, and routing incidents reported by users).

- Provides operational support by scheduling meetings and preparing materials for leadership.

- Monitor the event alerts and notify the concerned team and process the requests from the end users to level 2 and level 3 support engineers.

- Monitor the metric alerts, performance related issues like high CPU utilization, Application performance, high Memory utilization, Application tuning and Query tuning

- Performs other duties as assigned.

- Comply with all policies and standards.

- Ensure SLA compliance and timely communication during incidents.

- Prepare shift handover notes and daily status updates.

- Follow HIPAA and PHI compliance guidelines at all times.

Primary Skills (Must Have):

- Good understanding of the US Healthcare system (Payer, Provider & PBM).

- Good verbal and written communication skills.

- Experience or exposure to production monitoring and support – IWA, UC4, App dynamics etc.

- Familiarity with ticketing tools and incident management processes – Service Now.

- Knowledge of healthcare business workflows ( claims, eligibility, payments )

Behavioural & Work Requirements

- Positive attitude towards assignments.

- Willingness to work in 24×7 shifts ( Weekly/Bi-weekly Rotation )

- Strong attention to detail and ability to follow SOPs.

- Calm and structured approach to handling production issues.

Ability to work independently and as part of a team.