IT Operations Associate IV

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 environment.  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.