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Manager II - Production Support

Manager II - Production Support

UST

6 - 12 years

0 Lacs

chennai tamil nadu

Posted:6 days ago| Platform: Shine logo

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Skills Required

healthcare production support production management servicenow jira sql excel powerpoint aws gcp informatica soap edi cloud platforms itil standards etl processing saas platforms healthedge applications

Work Mode

On-site

Job Type

Full Time

Job Description

As a Manager IT Operations at UST HealthProof, you will lead and manage production support operations to ensure high service quality and customer satisfaction. Your responsibilities will include overseeing a geographically distributed support team responsible for health plan technology solutions. Reporting to the Director of Delivery, you will be tasked with managing SLAs, coordinating change and issue resolution, driving operational efficiency, and delivering continuous improvements aligned with business goals. Key Responsibilities - Ensure operational excellence for customer-facing technology delivery. - Drive resolution of production incidents and conduct root cause analysis. - Generate SLA/operational reports for internal stakeholders and customers. - Manage incidents using ITSM tools like JIRA or ServiceNow. - Coordinate with internal and external teams for support and upgrades. - Lead customer calls, prioritize daily support issues, and handle escalations. - Identify value-added innovations and efficiency opportunities. - Mentor and guide the support team; manage team development and performance evaluations. - Participate in contract renewals, SOWs, and onboarding activities. - Ensure knowledge management and upskilling through platforms like TICL, GAMA, etc. - Strategically contribute to account growth via resource planning and new engagements. Mandatory Skills - Minimum 6+ years managing production support in a mid to large-scale IT environment. - Strong hands-on experience with ServiceNow/JIRA or other ITSM tools. - Experience in SLA governance and operational reporting. - Proven capability in SQL, Excel, and PowerPoint. - Working knowledge of Cloud platforms (AWS/GCP). - Excellent understanding of ITIL standards and practices. - Experience managing support for enterprise applications or healthcare systems. Good To Have Skills - Informatica / Informatica Cloud experience (highly desirable). - Knowledge of SOAP, EDI, and ETL processing. - Familiarity with SaaS platforms and HealthEdge applications. - PMP/Prince2/CSM certification or equivalent. - Exposure to working with SOWs, SLAs, contract management, and change requests. - Experience in working in an onshore-offshore delivery model. Soft Skills - Strong communication and presentation abilities. - Customer-focused mindset and ability to foster strong relationships. - High ownership, problem-solving attitude, and stakeholder management. - Ability to manage critical escalations under pressure. - Team mentoring, conflict resolution, and people development. - Agility in multitasking across priorities and timelines. Outputs & Success Metrics - Timely and quality SLA/Operational reporting. - Effective incident reduction and permanent fixes implementation. - Improved customer satisfaction (C-SAT/NPS). - Seamless knowledge transfers and upskilling initiatives. - Measurable team engagement, development, and performance. - Achievement of project/account financial targets (EBITDA). - Value additions and innovations introduced in the engagement. Certifications (Preferred) - PMP / Prince2 / CSM - ITIL v3 or v4 Foundation / Intermediate About UST HealthProof UST HealthProof is reshaping the future of health insurance operations by building best-in-class cloud-based administrative ecosystems. With a focus on reducing administrative costs and improving the healthcare experience, we aim to drive meaningful industry transformation while nurturing individual growth within a startup culture.,

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Manager II - Production Support