Manager II - Production Support

Position Title – Project Manager II Production Support Job Type - Full-time Location – Trivandrum/Kochi About HealthProof At HealthProof, you will join a fast paced, growing company in our mission to reshape the future of health insurance through significantly reducing administrative costs and building better healthcare experiences for our health plans customers and their members. By creating a modern, cloud based, Best-In-Class core administration ecosystem, we have made healthcare more affordable and helped our health plans operate more efficiently. Through member and provider touchpoints with less friction, we have created real impact for member. HealthProof is seeking a Project Manager II who will be instrumental in planning, coordinating and streamlining operational needs for customers facing technology delivery operations, guided by UST HealthProof’s values. The person in this role will manage a support team to provide great customer experience and ensure service SLA’s. Key responsibilities will be to help develop and improve service management portfolio for customer implementation while ensuring high client satisfaction. The Project Manager will collaborate closely with health plan clients, third-party vendors, and both onshore and offshore teams to ensure timely completion of enhancements and maintenance activities. As a Project Manager at HealthProof, this is your opportunity to: • Manage operational excellence for technology delivery • Timely generation of SLA/ Operational reports to customers and management • Driving issue resolution and root cause analysis for incidents • Manage day to day production support for a mid-size HealthPlan including support of core administrative systems (enrollments, claims, adjudication and payments), surrounding applications/products and downstream and upstream vendors • Driving customer calls and priorities • Prioritize daily operational events and issues • Managing incidents in the service management systems like JIRA/Service Now. • Manage change and issue resolution activities with network, middleware, hardware, OS, DB, and external application groups • Plan system maintenance and upgrade events across multiple vendors • Customer escalation resolution • Project staffing • Define improved methods that create ease and consistency • Coordinating with Onshore teams and leadership • Available for on-call support after hours and weekends • Comply with the organization’s Code of Conduct; all regulatory and contractual requirements; organizational policies; procedures; and internal controls. • Assume overall responsibility for a successful maintenance of Health plan ecosystem offering for healthcare payor using HealthEdge HealthRules suite and other participating vendors for the client. • Oversee vendor and stakeholder management, maintaining strong communication with executives, business leaders, and third-party partners. • Drive program governance through tools such as RACI matrix, RAID log, and Steering Committee meetings. • Ensure adherence to standards, processes, and regulatory requirements while providing timely program status updates. • Ensure production stability and stabilization of application • Bring Automation and efficiency improvements. • Deliver high-quality outcomes in areas including client satisfaction, quality, security, and operational efficiency. • Mentor, coach, and train staff to enhance performance, collaboration, and accountability. • Support change management, risk mitigation, and successful client rollout of solutions. • Uphold organizational policies, Code of Conduct, and regulatory obligations What you need: • Strong experience with service management, SLA tracking and operational reporting to customers and management • Experience managing projects and tasks • Strong communication skills with peers, customers, and partners • Experience in setting up processes using service management tools, Preferably Service Now and Jira • Experience managing health of production application environments • Experience working in a technical support role in complex architecture environment • Experience working with Vendors • Experience managing tasks and deliverables • Strong Excel, PowerPoint and presentation skills • Understanding of ITIL practices and software delivery • Practical knowledge of working with SOWs, SLAs, and Change Requests • Ability to foster partnerships and a shared sense of responsibility toward goals • Strong/proven customer focus • Capability to approach problems as challenges • Strong planning and coordination skills • Apply expertise in Program, Release, and Change Management along with SDLC and Agile methodologies to deliver high-quality solutions. • Build strong partnerships across Technology, Business, and Operations through clear communication and effective stakeholder engagement. • Drive planning, coordination, and problem resolution to remove blockers quickly and maintain program momentum. Educational Qualification • Bachelor’s degree or higher in business or technical field; 12+ years of relevant work experience in IT or Healthcare Management.