- Experience: 7+ years in Managing Production support activities
- Requires formal graduate degree and relevant expertise in a Production support activity.
- Basic ITIL experience with Certification.
- Lead and coordinate troubleshooting/triage 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 workplace. This is broken out into three shifts and distributed equitably amongst this dedicated team.
- Holiday work required.
- 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

- Perform tasks according to established procedures.
- 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. Prepare Management KPIs.
- 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
- Performs other duties as assigned.
- Comply with all policies and standards.
- 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.

Primary Skills (Must Have):

- Good understanding of the US Healthcare system (Payer, Provider & PBM).
- Good verbal and written communication skills.
- Problem-solving and critical thinking
- 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 247 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.
- Interpersonal skills *
- People management skills.

📌 Manager, IT Operations (Hyderabad)
🏢 Conduent
📍 Hyderabad