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Production Support Lead
Location: US-TX-Dallas
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Job Summary: A client of ours in Remote is looking for a Production Support Lead for a Contract opportunity. Mandatory Skills: Hands on with Claims/ billing & Enrollment. Technology expertise on C++/Oracle or .net/oracle Understanding the healthcare industry would be mandatory. Good understanding of Customer Support metrics and SLAs(link removed)> Description: Product Support Lead is an analytical role responsible to coordinate the development and implementation of programs and strategies to improve service to our customers. Responsibilities: Develops, maintains, and manages the release/work stream schedule and dependencies. Supports creation and management of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) with other operational teams. Responsible for the delivery of business results assigned to the release(s). Works with client and internal leadership counterparts to determine team member roles and expectations and ensure timely feedback. Good understanding of Customer Support metrics and SLAs. Accountability for all support aspects related to the product. Ability to quickly learn the application and develop a functional understanding from a business perspective. Responsible for guiding and mentoring the team Able to handle and plan the shifts as needed Organize and motivate team members in their day-to-day work Able to manage and understand data around incoming case volume. Communicate any trends in customer communication or behavior to other teams as needed. Responsible for training new team members. Reports from the help desk to understand trends and do detail RCA Able to handle incoming escalations. Work directly with leadership to define and enforce strategies and team goals. Conduct one-on-ones with direct reports. Plan process maps and workflows Responsible for planning and supporting deployments Act as a POC for customer outages and resolution. Employment Qualifications:
Education: Bachelor's degree in a related field. Relevant combination of education and experience may be considered in lieu of degree. Continuous learning, as defined by the Company's learning philosophy, is required. Experience: 10 years experience in a production support environment with demonstrated technical experience that provides the necessary knowledge, skills, and abilities. 3 years supervisory or leadership experience in Information Technology required. Previous managed care or healthcare experience preferred. Skills/Knowlege/Abilities (SKA) Rwqired: Excellent verbal and written communication and interpersonal skills. Strong analytical skills with a high attention to detail. Ability to be flexible and work under tight deadlines. Ability to work independently, as well as with all levels of staff, leadership, and external partners and vendors. Strong working knowledge of Microsoft office products. Must demonstrate leadership ability and team building skills to effectively supervise professional and non-professional staff and interact with all levels of management. Ability to work with and empower others on a collaborative basis to ensure success of unit team. Ability to effectively exchange information, in verbal or written form, by sharing ideas, reporting facts and other information, responding to questions, and employing active listening techniques. Very Good knowledge of asp.net mvc , C#, SQL ITIL Certification would be a plus. Understanding the healthcare industry would be mandatory. Alignment with company values and mission. Strength in data-driven communication and decision-making. Experience aligning metrics cross-functionally and telling compelling data stories Qualifications: Experience level: Experienced Minimum 10+ years of Production Support Lead Experience. Education: Bachelors (required) Job Type: Contract Location: Preferred location is Remote
ERPMARK INC
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