Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. 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. **Job Track Description:** + Experience **: 1-3 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 setting. 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 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 + 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. + 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** ) **Behavioural & 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. Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . Complete the form and then email it as an attachment to [email protected] . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf) .

📌 IT Operations Associate IV (Bengaluru)
🏢 Conduent
📍 Bengaluru