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About the role
Key responsibilities & impact- 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.
- 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.
Requirements
What you’ll need- 2+ 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.
- 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).
Benefits
Comp & perks- Holiday work required.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data collectionreport generationoperational dashboardsincident loggingincident triagingincident prioritizationSLA complianceapplication performance tuningquery tuningperformance monitoring
Soft Skills
communication skillsmulti-taskingleadershipcoordinationorganizational skillsproblem-solvingattention to detailflexibilityteam collaborationtime management
Certifications
graduate degree