Healthcare IT Technical Operations Lead

Overview

HealthEdge is searching for a highly motivated IT Technical Operations Lead to join our team. The IT Technical Operations Lead position is responsible for the operational health, stability, and performance of customer-facing healthcare technology environments. This role serves as the operational owner for assigned customer accounts, balancing hands-on day-to-day operational delivery with customer advisory responsibilities, governance participation, risk management, and continuous improvement initiatives. 

The Lead acts as a trusted partner to customers, internal business stakeholders, delivery teams, and vendor partners to ensure service commitments, operational objectives, and customer outcomes are achieved. 

This role works within an onshore/offshore delivery model, partnering with Delivery Management leadership and offshore teams, and serves as a backup for other Leads to ensure continuity of customer service. The Manager retains ultimate accountability for customer outcomes and may delegate the management of specific technical and operational activities to the Lead II. 

The Opportunity:

Operational Service Delivery & Incident Leadership 

As an IT Technical Operations Lead, you will be accountable for the following: 

• Own day-to-day operational performance and service delivery outcomes for assigned customer accounts, with the Manager retaining ultimate accountability. 

• Manage operational excellence for technology delivery. 

• Manage specific technical and operational activities delegated by the Manager. 

• Manage day-to-day production support for assigned healthcare payer customers, including support of core administrative systems (enrollment, claims, adjudication, and payments), surrounding applications, products, and downstream and upstream vendors. 

• Drive customer calls and operational priorities for assigned customer accounts. 

• Drive issue resolution and root cause analysis for incidents across applications, infrastructure, interfaces, and vendor-supported platforms, and ensure corrective actions are implemented. 

• Manage and prioritize daily operational events, incidents, and customer issues across assigned customer accounts. 

• Oversee incident management across assigned customer accounts through service management tools such as Jira and ServiceNow. 

• Coordinate and facilitate Sev 1 production incident war room bridge calls as needed. 

• Lead customer escalation resolution and ensure timely communication and issue remediation. 

• Manage change and issue resolution activities with network, middleware, hardware, operating systems, databases, HealthEdge products, and third-party application teams. 

• Plan and coordinate system maintenance, production changes, and upgrade activities across multiple vendors and technology partners. 

• Generate and present timely SLA, operational performance, and service health reporting to customers and internal leadership. 

• Monitor service performance and proactively identify opportunities to improve operational stability, reliability, and customer satisfaction. 

• Coordinate with offshore teams and leadership to ensure effective service delivery. 

• Participate in after-hours support activities as needed. 

Customer Advisory & Governance 

• Serve as a primary operational and technical advisor for assigned customer accounts. 

• Partner with customer stakeholders to understand priorities, operational challenges, and business objectives. 

• Lead operational reviews, service reviews, and escalation discussions for assigned customer accounts, and participate in customer governance forums, as delegated by the Manager. 

• Present operational metrics, trends, risks, recommendations, and improvement opportunities to customers and internal stakeholders. 

• Provide recommendations related to operational processes, service delivery improvements, risk mitigation strategies, technology dependencies, and system changes. 

• Represent Technical Operations during customer audits, reviews, escalations, and governance activities. 

• Partner with internal BPaaS operational teams and customer stakeholders to ensure alignment between operational delivery and customer outcomes. 

• Support adherence to contractual, regulatory, and organizational requirements for assigned customer accounts. 

Operational Planning & Risk Management 

• Identify operational, technical, staffing, vendor, and service delivery risks that may impact customer performance or service commitments. 

• Develop and drive mitigation plans to reduce operational risk and improve service stability. 

• Lead operational, readiness, and capacity planning for assigned customer accounts to ensure operational readiness and service continuity, as delegated by the Manager. Staffing and resource allocation decisions remain with the Manager. 

• Assess readiness and operational impacts of upgrades, maintenance activities, implementations, and major operational events. 

• Coordinate across internal teams, vendors, and business partners to proactively address operational dependencies and risks. 

• Promote operational readiness and business continuity through proactive planning and risk management. 

Continuous Improvement & Leadership 

• Drive continuous improvement initiatives focused on service quality, operational efficiency, and customer experience. 

• Identify recurring operational challenges and implement corrective and preventative actions. 

• Lead initiatives that improve operational performance, reduce ticket aging, improve SLA performance, and enhance service delivery outcomes. 

• Support the development of operational standards, governance processes, controls, playbooks, and best practices. 

• Support the development and continuous improvement of the service management portfolio for customer implementations. 

• Recommend automation opportunities and process improvements to improve operational efficiency and customer outcomes. 

• Provide mentorship, guidance, and knowledge sharing to Lead I, Technical Operations Associates, and other team members, supporting their development and career progression. 

• Serve as backup for other Leads on the account team, maintaining the account knowledge and customer relationships needed to assume their responsibilities when required. 

• Collaborate with Delivery Management leadership to support strategic operational initiatives and customer objectives. 

What You Need:

• Bachelor’s degree in Computer Science, Engineering, Information Technology, Business, or a related field preferred; an equivalent combination of education and experience will be considered. 

• Minimum of 6 years’ experience managing a mid to large size customer facing production support environment. 

• Strong leadership, communication, planning, coordination, and presentation skills. 

• Strong experience working with healthcare payer platforms (e.g., HRP, Facets, QNXT, NASCO). 

• Strong experience with service management, SLA tracking and operational reporting to customers and management. 

• Strong experience with file transfer management solutions (e.g., MoveIt,  WinSCP). 

• Experience in setting up processes using service management tools, preferably ServiceNow and Jira Service Management. 

• Experience with Healthcare EDI required (e.g., 270, 271, 276, 277, 834, 835, 837, Edifecs). 

• Experience managing health of production application environments. 

• Experience working in a technical support role in complex architecture environment. 

• Experience with SQL required. 

• Experience with monitoring tools like Dynatrace, AppDynamics desirable. 

• Experience with Cloud AWS/GCP desirable. 

• Experience with SOAP desirable. 

• Experience with ETL processing desirable. 

• Experience with Edifecs highly desirable. 

• Understanding of ITIL practices and software delivery. 

• ITIL certification or strong working knowledge of ITIL-based operations. 

• Practical knowledge of working with SOWs, SLAs, and Change Requests. 

• Experience working with SaaS providers and HealthEdge applications is a plus. 

• Experience in delivery management and customer partner or account interaction is a must. 

• Experience working in an onshore/offshore model is a must. 

• Strong experience managing Sev1/Sev2 incidents, customer escalations, and operational risk. 

• Ability to coordinate and facilitate Sev 1 production incident war room bridge calls as needed. 

• Experience participating in customer governance, service reviews, and operational planning discussions. 

• Experience coordinating with internal technology teams, vendors, and business partners. 

• Experience mentoring or guiding team members in an operational, technical support, or service delivery environment. 

• Strong customer focus and ability to build trusted relationships. 

Role Location: Remote  

Working Hours: Eastern Standard Time (Available as needed after hours for critical incident management) 

Travel: Up to 5% 

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:  

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.  
• Work across multiple time zones in a hybrid or remote work environment. 
• Long periods of time sitting and/or standing in front of a computer using video technology. 
• May require travel dependent on company needs. 

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990.  Candidates may be required to go through a pre-employment criminal background check. 

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities. 

#LI-Remote 

**The annual US base salary range for this position is $80,000 to $110,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.