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Job Description
Structured overview of role & requirementsAbout This Role
Provide first-level monitoring and incident triage for US Healthcare Payer, Provider, and PBM applications in a 24/7 production support environment.
Coordinate troubleshooting calls and escalate incidents to L2/L3 support ensuring SLA compliance and timely communication during incidents.
Generate operational reports and dashboards; prepare shift handover notes and daily status updates maintaining HIPAA and PHI compliance.
Minimum Requirements
1-3 years of experience in production support activities.
Formal graduate degree required.
Strong understanding of US Healthcare domain (Payer, Provider, PBM) and healthcare workflows (claims, eligibility, payments).
Must have shift flexibility to work in a 24×7/365 environment with weekly/bi-weekly rotation including holidays.
Ideal Candidate Profile
Experienced in incident monitoring and escalation with knowledge of tools like IWA, UC4, App Dynamics, and ServiceNow.
Comfortable operating in high-pressure, structured production support with multitasking and shift handovers.
Familiar with HIPAA and PHI compliance and ability to communicate effectively in written and verbal forms.