Production Support Lead

Role Description

Production Support Lead

Lead II - Production Support

Who We Are

Founded in 2016, we’ve become a trusted and valued partner for health plans and providers. We offer a modern integrated ecosystem of healthcare operations, processes, and products, with inherent scalability, efficiency, and predictable outcomes. Our BPaaS delivery solutions work behind the scenes to manage our customers’ complex admin operations, giving them elbow room to focus on their members’ needs and well-being.

Bending cost curves, guaranteeing outcomes, finding paths through roadblocks – that’s our way of life. Our customers count on us to safely navigate them through deadlocks. We have a strong global presence and a dedicated workforce of 4000+ people spread across the world.

Our brand is built on strong foundations of simplicity, honesty, and leadership, and we stay inspired in our goal to unburden healthcare and ensure it reaches all, equitably and effectively.

You Are

The Production Support Lead will be instrumental in driving technical solutions for customer facing technology delivery operations, guided by UST HealthProof’s values. The person in this role will ensure service SLA’s by providing timely technical resolution to day-to-day issues.

The Opportunity

• Manage ticket dependencies, update JIRA tickets per process and needs, keep status and tasks updated, Triage and assign owners
• Drive day to day production support for a mid-size HealthPlan including support of core administrative systems (enrollments, claims, adjudication and payments), surrounding applications/products and downstream and upstream vendors
• Troubleshooting data issues and extracting data using SQL and web service calls
• Monitoring and troubleshooting data integration platforms like Attunity, Qlik
• Monitoring and troubleshooting batch jobs, interfaces, log files
• Monitoring and troubleshooting ODS
• Monitoring and troubleshooting EDI processors like EDIFECS
• Monitoring and troubleshooting Healthcare EDI jobs
• Log tickets and manage vendor and partner communication
• Work with the client to provide update on day-to-day issues and root cause analysis
• Monitoring and troubleshooting production application environments
• Drive issue resolution activities with network, middleware, hardware, OS, DB, internal and external application groups
• Coordinate system maintenance and upgrade events
• Coordinating with offshore teams and driving issue resolution
• Comply with the organization’s Code of Conduct; all regulatory and contractual requirements; organizational policies; procedures; and internal controls.
• Respond to after hours / weekend calls and issues as required
  
  

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

• 6+ years’ experience working in a mid to large size production support environment
• 3+ years working in production support role troubleshooting JAVA/Spring Boot/Maven
• Experience in handling Sev1/Sev2 incident response
• Prefer experience working in healthcare health plan operations relating to Enrollments, claims and payments
• Experience writing complex SQL queries using Oracle/ MS SQL/MySQL/Postgress
• Prior experience with data integration platforms highly desirable like Attunity, Qlik
• Experience with linux scripting
• Experience working with ODS data model and ETL processing
• Exposure to and understand concepts around integrating systems built using Java technology stack and SOAP/REST API protocols.
• Comfortable working with Soap UI / Postman
• Healthcare EDI experience highly desirable
• Experience coordinating with vendors for 3r party related technical issues
• Experience with Cloud AWS/GCP desirable
• Strong Excel, PowerPoint and presentation skills
• Bachelor’s degree or higher in business or technical field or commensurate experience in the field
• Work experience in production support is a must
• Experience working in an onshore/offshore model is a must
• Experience working with SaaS providers and HealthEdge applications is a plus
• Experience working with EDIFECS is a plus
• Strong communication skills including the ability to convey technical information effectively
  
  

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 applicable law, UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Remote

Compensation Range: $110,000-$135,000

Our full-time, regular associates are eligible for 401K matching, and vacation accrual and are covered from day 1 for paid sick time, healthcare, dental, vision, life, and disability insurance benefits.

What We Believe

At UST HealthProof, we envision a bold future for American healthcare. Our values are the bedrock beliefs our organization holds dear. They not only define what our brand stands for but also serves as a compass guiding every action and decision.

Guiding Principles

These principles illuminate the path of ‘how’ we operate. They detail actions and behaviors we much embody to honor our values and achieve our goals.

Integrity

Integrity is our currency to build relationships. We believe in being open and honest. It is only natural when we have nothing to hide. It demonstrates that we are here to do the right thing, no matter who is watching.

People-Centricity

Everything that we do reflects our deep bonds with peers and customers. These aren't mere transactions, but transformational ties. They shape our culture and decisions, affirming that our true value lies in the lives we touch and impact.

Simplicity

Simplifying complexity underlines everything we do - this approach is what makes us unique. We come with an open mind and straightforward approach, cutting our way to the core with measurable and actionable insights.

Leadership

Taking ownership is about taking initiative, being in-charge and driving things to completion. It’s a brave choice to ‘own’ all aspects of our work, ensuring we take full responsibility for everything we handle.

Mission

A future possible only when health plans are free from administrative burdens so they can truly focus on what matters more – their members’ well-being.

#Healthproof

#CB

Skills

Healthcare,Production Support,Business Analysis