We are looking for a L1 Monitoring Analyst to support and monitor US Healthcare Payer, Provider, PBM applications. The role involves first-level monitoring, incident triage, and escalation to ensure smooth processing of healthcare transactions in compliance with HIPAA standards.
: 3+ years in Production support activities
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. This is broken out into three shifts and distributed equitably amongst this dedicated team.
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)
Responsibility Statements
- Monitors and applications and processes issues, recommends long term remediation steps.
- Creates documented process for daily activities
- Researches and advises on production anomalies.
- Applies functional knowledge of the processes for remediation of anomalies.
- Applies functional knowledge to support incident management requests.
- Works with Support Teams to define root cause and replicate issues.
- Works with Support Team to re mediate issues.
- Verifies environment stability.
- Recognized as an subject matter expert on Process and Systems.
- Mentors and trains team members.
- Primary Skills (Must Have):
- Good understanding of the US Healthcare system (Payer, Provider & PBM).
- Good verbal and written communication skills.
- Experience or exposure to production monitoring and support –
IWA, UC4, App dynamics
etc.
- Familiarity with ticketing tools and incident management processes –
Service Now.
- Knowledge of healthcare business workflows (
claims, eligibility, payments
)
Behavioral & Work Requirements
- Positive attitude towards assignments.
- Willingness to work in 24×7 shifts (
Weekly/Bi-weekly Rotation
)
- Strong attention to detail and ability to follow SOPs.
- Calm and structured approach to handling production issues.
- Ability to work independently and as part of a team.
