IT Technical Operations Lead (Healthcare)

Location: Remote, United States; work across multiple time zones in a hybrid or remote work environment; travel may be required based on company needs.

Annual US base salary: $80,000–$110,000.

Company

hirify.global provides AI-powered operational infrastructure for health insurance companies and develops technology for modernizing healthcare operations.

What you will do

• Manage operational excellence and day-to-day production support for customer-facing technology delivery.
• Support core health plan administrative systems, including enrollments, claims, adjudication, payments, surrounding applications, and vendor integrations.
• Generate SLA and operational reports for customers and management.
• Drive incident investigation, root cause analysis, issue resolution, customer calls, priorities, and escalations.
• Manage incidents, changes, and issue resolution across network, middleware, hardware, operating system, database, and external application groups using service management systems such as JIRA and ServiceNow.
• Plan system maintenance and upgrade events across multiple vendors.

Requirements

• Bachelor’s degree in a related field.
• At least 6 years of experience managing a mid-size to large customer-facing production support environment.
• Strong experience with healthcare payer platforms such as Facets, QNXT, or NASCO.
• Strong experience with service management, SLA tracking, and operational reporting for customers and management.
• Strong experience with file transfer management solutions such as MoveIt or EDIFECS.
• Experience setting up processes with service management tools, preferably ServiceNow and JIRA Service Management.
• Experience managing the health of production application environments and working in technical support for complex architecture environments.
• Experience with SQL.
• Experience with delivery management and customer partner or account interaction.
• Experience working in an onshore/offshore model.
• Knowledge of ITIL practices and software delivery; ITIL certification or strong working knowledge of ITIL-based operations.
• Practical knowledge of SOWs, SLAs, and change requests.

Nice to have

• Healthcare EDI experience, including 270, 271, 276, 277, 834, or 835.
• Experience with AWS or GCP.
• Experience with SOAP.
• Experience with ETL processing.
• Experience working with SaaS providers and hirify.global applications.

Culture & Benefits

• Full-time, permanent employment.
• Remote or hybrid work environment with collaboration across multiple time zones.
• Work involves extended periods using computers and video technology.
• Reasonable accommodations are available for individuals with disabilities.
• Pre-employment criminal background checks may be required.