Manager IT Operations

Manager II Production Support

Who We Are:

UST HealthProof is a trusted partner for health plans, offering an integrated ecosystem for health plan operations. Our BPaaS solutions manage complex admin tasks, allowing our customers to prioritize members’ well-being. With our commitment to simplicity, honesty, and leadership, we navigate challenges with our customers to achieve affordable health care for all.

We have a strong global presence and a dedicated workforce of over 4000 people spread across the world.

Our brand is built on the strong foundation of simplicity, integrity, people-centricity, and leadership. We stay inspired in our goal to unburden healthcare and ensure it reaches all, equitably and effectively.

 

You Are:

UST HealthProof is searching for a highly motivated Manager IT Operations to join our team. The Manager IT Operations position will be instrumental in planning, coordinating and streamlining operational needs for customer-facing technology delivery operations, guided by UST HealthProof’s values. You will manage a support team to provide great customer experience and ensure service SLA’s. Key responsibilities will be to help develop and improve service management portfolio for customer implementation. You will report to the Director of Delivery, manage and co-ordinate activities across a geographically dispersed team.  

 

The Opportunity:

As a Manager IT Operations Support at UST HealthProof, this is your opportunity to:

•        Manage operational excellence for technology delivery

•        Timely generation of SLA/ Operational reports to customers and management

•        Driving issue resolution and root cause analysis for incidents

•        Manage day to day production support for a mid-size HealthPlan including support of core administrative systems (enrollments, claims, adjudication and payments), surrounding applications/products and downstream and upstream vendors

•        Driving customer calls and priorities

•        Prioritize daily operational events and issues

•        Managing incidents in the service management systems like JIRA/Service Now.

•        Manage change and issue resolution activities with network, middleware, hardware, OS, DB, and external application groups

•        Plan system maintenance and upgrade events across multiple vendors

•        Customer escalation resolution

•        Project staffing

•        Define improved methods that create ease and consistency

•        Coordinating with offshore teams and leadership

•        Available for on-call support after hours and weekends

•        Comply with the organization’s Code of Conduct; all regulatory and contractual requirements; organizational policies; procedures; and internal controls.

 

This position description identifies the responsibilities and tasks typically associated with the performance of the position.

Other relevant essential functions may be required.

 

What You Need:

You bring:

•        Bachelor’s degree in a related field.

•        6+ years’ experience working in a mid to large-size production support environment

•        Strong Excel, PowerPoint and presentation skills

•        Experience with SQL required

•        Experience in setting up processes using service management tools, Preferably Service Now and Jira

•        Experience managing health of production application environments

•        Experience working in a technical support role in complex architecture environment

•        Experience working with Vendors

•        Experience with Cloud AWS/GCP desirable

•        Experience with SOAP, EDI desirable

•        Experience ETL processing desirable  

•        Understanding of ITIL practices and software delivery

•        Practical knowledge of working with SOWs, SLAs, and Change Requests

•        Experience working in an onshore/offshore model is must

•        Strong communication skills with peers, customers, and partners

•        Experience managing tasks and deliverables

•        Ability to foster partnerships and a shared sense of responsibility toward goals

•        Strong/proven customer focus

•        Capability to approach problems as challenges

•        Strong planning and coordination skills

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST HealthProof provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Remote

Compensation Range:  $120,000 -$140,000 per year

 

Benefits

Full-time, regular employees accrue up to 16 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses. Certain regular employees may have the potential for quarterly incentive-based bonuses and or commissions depending on role. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

What We Believe

At UST HealthProof, we envision a bold future for American healthcare. Our values are the bedrock beliefs our organization holds dear. They not only define what our brand stands for but also serve as a compass guiding every action and decision.

 

Guiding Principles

These principles illuminate the path of ‘how’ we operate. They detail actions and behaviors we much embody to honor our values and achieve our goals.

Simplicity

Simplifying complexity underlines everything we do—this approach is what makes us unique. We come with an open mind and straightforward approach, cutting our way to the core with measurable and actionable insights.

Integrity

Integrity is our currency to build relationships. We believe in being open and honest. It is only natural when we have nothing to hide. It demonstrates that we are here to do the right thing, no matter who is watching.

People-Centricity

Everything that we do reflects our deep bonds with peers and customers. These aren't mere transactions, but transformational ties. They shape our culture and decisions, affirming that our true value lies in the lives we touch and impact.

Leadership

Taking ownership is about taking initiative, being in-charge and driving things to completion. It’s a brave choice to ‘own’ all aspects of our work, ensuring we take full responsibility for everything we handle.

Mission

A future possible only when health plans are free from administrative burdens so they can truly focus on what matters more – their members’ well-being.

Equal Employment Opportunity Statement

UST HealthProof is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.

UST HealthProof reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

 

 

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