Role Proficiency:

Follow/update runbook/SOP to monitor track and co-ordinate to closure/service requests

Outcomes:

Measures of Outcomes:

Outputs Expected:

Monitoring:

Understand Priority and Severity based on ITIL practice. Understand agreed SLA with customer and adhere. Adhere to ITIL best practices

Runbook Reference:

Follow runbook for troubleshooting record troubleshooting steps and provide inputs for runbook changes. Use KB/SOP to resolve tickets update KB/SOP with new findings

Tickets Backlog:

Follow up on tickets based on agreed timelines manage ticket backlogs/last activity as per defined process

Collaboration:

Collaborate with different towers of delivery for ticket resolution (within SLA) document learnings for self-reference. Actively participate in team/organization-wide initiatives. Collaborate with other team members for timely resolution of tickets. Assist new team members to understand the customer environment.

Process Adherence:

Thorough understanding of organization and customer defined process. Consult with mentor when in doubt. Adherence to defined processes. Adhere to organization’ s policies and business conduct.

Training:

On time completion of all mandatory training requirements of organization and customer. Provide on floor training and one-on-one mentorship for new joiners.

Performance Management:

Update FAST Goals in NorthStar track report and seek continues feedback from peers and manager.

Skill Examples:

     Strong interpersonal and communication skills (Written verbal and email etiquette) to interact with different teams and customers.      Analytical ability to understand a larger picture of customer issues.      Ability to follow SOP documents and escalate the s with in the SLA defined.      Networking: a.     Basic Network commands for troubleshooting Desktop/Laptop connectivity issues      Server:a.     Strong skills in most operating system commands/utilities basic understanding of virtualization server and client OS installation workgroup and domain knowledgeb.     Support tasks like OS installation and basic user level commands and local user/group managementc.      Software installation and Basic patch installation      Storage & Backup:a.     Ability to monitor any Enterprise Storage and backup Solutionsb.     Skilled in Storage and backup Monitoringc.      Skilled in ticketing tools      Database:a.     Create or modify queries in order to suit business requirementsb.     Data modelling skills; distinguish between OLTP and Data warehouse applicationsc.      Storage hardware storage management techniques software used for managing the storaged.     Tweak tables making them use less space as possible      End User Computing:a.     Confident in handling end user calls/Ticketing toolsb.     AD managementc.      Antivirus Management Strong troubleshooting skills

Knowledge Examples:

1)     ITIL Framework

Additional Comments:

Associate II - Cloud Infrastructure Services Who We Are: UST HealthProof is a trusted partner for health plans, offering an integrated ecosystem for health plan operations. Our BPaaS solutions manage complex admin tasks, allowing our customers to prioritize members’ well-being. With our commitment to simplicity, honesty, and leadership, we navigate challenges with our customers to achieve affordable health care for all. We have a strong global presence and a dedicated workforce of over 4000 people spread across the world. Our brand is built on the strong foundation of simplicity, integrity, people-centricity, and leadership. We stay inspired in our goal to unburden healthcare and ensure it reaches all, equitably and effectively. You Are: UST HealthProof is searching for an Associate II - Cloud Infrastructure Services for the USTHP Products organization. The Optum team is responsible to support critical client applications of CES (Claims Editing System) and EasyGroup/HSS. CES is a critical client application with SQL Backend. Our application vendor is Optum who offers CES Application Managed Services to help health plans manage claims edit systems updates and maintain payment integrity. CES and HSS code stores PHI (claim history of every client running through it). The Opportunity: • Implementing claims processing systems for new clients and performing upgrades for existing clients and maintains SQL scripts, batch scripts and shell automations for applications. • Responsible to load pricing and KB files biweekly to all clients in UAT and Production environments. • Troubleshoot and provide issue resolutions for on-premises OPTUM applications and Azure cloud databases. • Carry analysis, Implementation, Maintenance and Monitoring support activities for requirements. • Backups, upgrades, new setup, and installations. • Database backups using Rubrik Backup Exec and makes recommendations for process improvements and enhancements. • Day to day coordination with end client for Estimations, Requirement clarifications, Project Schedule, Design & Testing. • Preparing System requirements for the application having discussed the Business requirements and done feasibility studies • Support the application team and business group in performing the necessary analysis for the upcoming enhancements. • Act as a liaison between the Client and Advantasure team to make sure that the deliveries are made in time and without defects. • Provide technical support during acceptance testing, responsible for all the quality checks in the project and other technical document preparation and provide status reporting, metrics management & staffing for the project. Qualifications: • Bachelor’s degree in a computer science or related degree program. • Knowledge and programming on SQL Server 2016 and higher versions. • Programming knowledge on C++ and any scripting software. • Understanding of data structures and algorithms, problem-solving skills. • Possess the ability to learn new technologies quickly Skills & Competencies: • Strong communication and teamwork skills • Self-starter • Ability to work independently on assigned tasks • Possess an interest in the software development lifecycle (SDLC)