IT Operations Associate III

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    "ExternalDescriptionStr": "<p><b>Job Track Description:</b></p>\n<ul>\n <li><span>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.</span><br><br><span><b>Job Track Description:&nbsp;</b></span></li>\n <li><span>Experience<b>: 1-3 years in Production support activities</b></span></li>\n <li><span>Requires formal <b>graduate degree and relevant expertise</b> in a Production support activity.</span></li>\n <li><span>Leading and coordinating troubleshooting calls.</span></li>\n <li><span><b>Ability to multi-task and perform</b> a diverse mix of technical and reporting tasks, with shift hand-offs.</span></li>\n <li><span><b>Must have flexible availability as shifts</b> are consistently and evenly distributed in this 24/7/365 service delivery environment.&nbsp; This is broken out into three shifts and distributed equitably amongst this dedicated team.&nbsp;&nbsp;</span></li>\n <li><span>Holiday work required.</span></li>\n <li><span><b>Strong communication skills both written and verbal.</b></span></li>\n <li><span>Requires a conceptual understanding of theories, practices, and procedures in a Production Support environment.&nbsp;</span></li>\n <li><span><b>Good understanding of the US Healthcare system (Payer, Provider, PBM)</b></span></li>\n <li>&nbsp;</li>\n <li><span><b>Responsibility Statements&nbsp;</b></span></li>\n <li><span>Perform tasks according to established procedures with minimal guidance.</span></li>\n <li><span>Assists in production events with L2 team by attending meetings and performing required actions.</span></li>\n <li><span>Collects data from internal and external customers to generate reports and operational dashboards.</span></li>\n <li><span>First Line Support (Logging, Triaging, prioritization, tracking, and routing incidents reported by users).</span></li>\n <li><span>Provides operational support by scheduling meetings and preparing materials for leadership.</span></li>\n <li><span>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.</span></li>\n <li><span>Monitor the metric alerts, performance related issues like high CPU utilization, Application performance, high Memory utilization, Application tuning and Query tuning</span></li>\n <li><span>Performs other duties as assigned.</span></li>\n <li><span>Comply with all policies and standards.</span></li>\n <li><span>Ensure SLA compliance and timely communication during incidents.</span></li>\n <li><span>Prepare shift handover notes and daily status updates.</span></li>\n <li><span>Follow HIPAA and PHI compliance guidelines at all times.</span><br><br><br>\n   &nbsp;</li>\n <li><span><b>Primary Skills (Must Have):&nbsp;</b></span></li>\n <li><span>Good understanding of the US Healthcare system (Payer, Provider &amp; PBM).</span></li>\n <li><span>Good verbal and written communication skills.</span></li>\n <li><span>Experience or exposure to production monitoring and support – <b>IWA, UC4, App dynamics</b> etc.</span></li>\n <li><span>Familiarity with ticketing tools and incident management processes – <b>Service Now.</b></span></li>\n <li><span>Knowledge of healthcare business workflows (<b>claims, eligibility, payments</b>)</span></li>\n <li>&nbsp;</li>\n <li>&nbsp;</li>\n <li><span><b>Behavioural &amp; Work Requirements&nbsp;</b></span></li>\n <li><span>Positive attitude towards assignments.</span></li>\n <li><span>Willingness to work in 24×7 shifts (<b>Weekly/Bi-weekly Rotation</b>)</span></li>\n <li><span>Strong attention to detail and ability to follow SOPs.</span></li>\n <li><span>Calm and structured approach to handling production issues.</span></li>\n <li><span>Ability to work independently and as part of a team.</span></li>\n</ul>",
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    "CorporateDescriptionStr": "<p class=\"elementtoproof\"><span>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.</span></p>\n<style></style>",
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    "OrganizationDescriptionStr": "<p class=\"elementtoproof\">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.</p>\n<p class=\"MsoNormal\">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:&nbsp;&nbsp;<a href=\"https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf\" target=\"_blank\" rel=\"nofollow\">click here to access or download the form</a>. &nbsp;Complete the form and then email it as an attachment to&nbsp;<a href=\"mailto:[email protected]\" target=\"_blank\" rel=\"nofollow\">[email protected]</a>.&nbsp;You may also&nbsp;<a href=\"http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf\" target=\"_blank\" rel=\"nofollow\">click here to access Conduent's ADAAA Accommodation Policy</a>.</p>",
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