Hiring Locations: Chennai, Trivandrum, Kochi
Experience Range: 6–12 years

Role Description:

As a Manager – IT Operations at UST HealthProof, you will lead and manage production support operations, ensuring high service quality and customer satisfaction. You will oversee a geographically distributed support team responsible for health plan technology solutions. This role includes managing SLAs, coordinating change and issue resolution, driving operational efficiency, and delivering continuous improvements aligned with business goals. You will report to the Director of Delivery.

Key Responsibilities:

Ensure operational excellence for customer-facing technology delivery.

Manage day-to-day production support including claims, enrollment, adjudication, and payment systems.

Drive resolution of production incidents and root cause analysis.

Generate SLA/operational reports for both internal stakeholders and customers.

Manage incidents using ITSM tools like JIRA or ServiceNow.

Coordinate with internal and external teams (network, middleware, OS, DB, vendors) for support and upgrades.

Lead customer calls, prioritize daily support issues, and handle escalations.

Identify value-added innovations and efficiency opportunities.

Mentor and guide the support team; manage team development and performance evaluations.

Participate in contract renewals, SOWs, and onboarding activities.

Ensure knowledge management and upskilling through platforms like TICL, GAMA, etc.

Strategically contribute to account growth via resource planning and new engagements.

Mandatory Skills:

Minimum 6+ years managing production support in a mid to large-scale IT environment.

Strong hands-on experience with ServiceNow/JIRA or other ITSM tools.

Experience in SLA governance and operational reporting.

Proven capability in SQL, Excel, and PowerPoint.

Working knowledge of Cloud platforms (AWS/GCP).

Excellent understanding of ITIL standards and practices.

Experience managing support for enterprise applications or healthcare systems.

Good to Have Skills:

Informatica / Informatica Cloud experience (highly desirable).

Knowledge of SOAP, EDI, and ETL processing.

Familiarity with SaaS platforms and HealthEdge applications.

PMP/Prince2/CSM certification or equivalent.

Exposure to working with SOWs, SLAs, contract management, and change requests.

Experience in working in an onshore-offshore delivery model.

Soft Skills:

Strong communication and presentation abilities.

Customer-focused mindset and ability to foster strong relationships.

High ownership, problem-solving attitude, and stakeholder management.

Ability to manage critical escalations under pressure.

Team mentoring, conflict resolution, and people development.

Agility in multitasking across priorities and timelines.

Outputs & Success Metrics:

Timely and quality SLA/Operational reporting.

Effective incident reduction and permanent fixes implementation.

Improved customer satisfaction (C-SAT/NPS).

Seamless knowledge transfers and upskilling initiatives.

Measurable team engagement, development, and performance.

Achievement of project/account financial targets (EBITDA).

Value additions and innovations introduced in the engagement.

Certifications (Preferred):

PMP / Prince2 / CSM

ITIL v3 or v4 Foundation / Intermediate

About UST HealthProof:

UST HealthProof is reshaping the future of health insurance operations by building best-in-class cloud-based administrative ecosystems. Our solutions aim to reduce administrative costs and improve the healthcare experience. With strong leadership and a startup culture, we nurture individual growth while driving meaningful industry transformation.