Job Description
Excellent end customer communication soft skills & experience (at min2 years) - this role directly communicates with end users & account team.
Hands-on experience (at min 1 year) managing/Maintaining SLAs and OLAs & outage/incident engagement in Microsoft tech stack/SDLC env (both operational & technical)
Good understanding of stakeholder management (external/internal), KPIs in production environment & reporting
Escalation management, production support shift/rotation experience (prefer in service now or sales force env) - someone with ITIL type cert (if possible)
Heavy on data processing/analyzing & sharp listening (ability to quickly understand customer pain point or bleeding areas) & visionary skills (to define short or long term working with cross-functional groups)
We are looking for a Production /Incident Support Lead responsible to coordinate the development and implementation of programs and strategies to improve service to our customers.
The Opportunity:
Develops, maintains, and manages the release/workstream schedule and dependencies.
Supports creation and management of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with other operational teams.
Responsible for the delivery of business results assigned to the release(s).
Works with client and internal leadership counterparts to determine team member roles and expectations and ensure timely feedback.
Good understanding of Customer Support metrics and SLAs.
Accountability for all support aspects related to the product.
Ability to quickly learn the application and develop a functional understanding from a business perspective.
Responsible for guiding and mentoring the team
Able to handle and plan the shifts as needed
Organize and motivate team members in their day-to-day work
Able to manage and understand data around incoming case volume.
Communicate any trends in customer communication or behavior to other teams as needed.
Responsible for training new team members.
Reports from the help desk to understand trends and do detailed RCA
Able to handle incoming escalations.
Work directly with leadership to define and enforce strategies and team goals.
Conduct one-on-ones with direct reports.
Plan process maps and workflows
Responsible for planning and supporting deployments
Act as a POC for customer outages and resolution.
Travel is required (Approximately 20%).
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.
What you need:
Bachelor's degree in a related field.
A relevant combination of education and experience may be considered in lieu of a degree.
Continuous learning, as defined by the Company's learning philosophy, is required.
Ten years of experience in a production support environment with demonstrated technical experience that provides the necessary knowledge, skills, and abilities.
Three years of supervisory or leadership experience in Information Technology is required.
Previous managed care or healthcare experience preferred.
Excellent verbal and written communication and interpersonal skills.
Strong analytical skills with high attention to detail.
Ability to be flexible and work under tight deadlines.
Ability to work independently, as well as with all levels of staff, leadership, and external partners and vendors.
Strong working knowledge of Microsoft Office products.
Must demonstrate leadership ability and team-building skills to effectively supervise professional and non-professional staff and interact with all levels of management.
Ability to work with and empower others on a collaborative basis to ensure the success of the unit team.
Ability to effectively exchange information, in verbal or written form, by sharing ideas, reporting facts and other information, responding to questions, and employing active listening techniques.
Very Good knowledge of asp.net MVC, C#, SQL
ITIL Certification would be a plus.
Understanding the healthcare industry would be mandatory.
Alignment with company values and mission.
Strength in data-driven communication and decision-making.
Experience aligning metrics cross-functionally and telling compelling data stories.
Employment Type: Full-Time
Salary: $ 110.00 130.00 Per Year
Job Tags
Full time, Temporary work, Work at office, Flexible hours, Shift work,