Service Manager(remote)

Description
Position Summary: Onsite Tower Lead / Technical Manager

This role requires a strong Techno Functional Manager with HealthCare experience to play the role of Onsite Tower Lead and manage Enrollment and Billing tower that has multiple applications across technology tracks, supporting Enrollment and Business functions. Must be proficient in Java/Springboot/Angular/PLSQL. Responsible for managing end to end services for application maintenance and support and be the point of contact for customer team and delivery team.

Job Requirements:

Point of contact for customer managing delivery of application maintenance and support

Good analytical and communications skills with ability to manage key customer stake holders

Coordinate with customer IT and Business team on all issues (L2/L3 Tickets) and System enhancements

Manage all Customer requests through effective queue management with relevant stake holders (prioritization of demand)

Work with Onsite and Offshore teams in Global Delivery Model to provide seamless support to customer

Manage delivery by overseeing diverse team from various technology tracks including Java, Angular, TIBCO, Informatica, Pega and Oracle PL/SQL

Ensure adherence to defined processes (like creating problem tickets, performing timely RCA's, creating knowledge articles, maintaining application documentation etc.)

Track and report the status of the tasks continually to all customer stakeholders

Escalate critical issues & risks to key leadership stakeholders in a timely manner

Good understanding of application landscape and data flow through different integrated systems

Work closely with Customer IT, business team and other cross-functional teams on triaging production issues.

Provide on-call support for critical production issues as needed during off-business hours / weekends

Preferred Requirements:

• Knowledge of Enrollment and Billing functions in Healthcare domain
• Flexible to support during off business hours and weekends.

Location: Owings Mills, MD. (Remote is allowed until any return to office direction from Customer)

Qualifications
Technical Skills
SNo Primary Skill Proficiency Level * Rqrd./Dsrd. 1 Angular JS PL1 Required 2 Java PL1 Required 3 PL/SQL PL4 Desired

* Proficiency Legends
Proficiency Level Generic Reference PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects. PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects. PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.