Associate Operations Engineer

Overview

The Associate Operations Engineer works primarily with enterprise customers of Edifecs/Cotiviti Encounter Management (EM) and Enrollment Management (ENR) products, proactively assisting them with post- sales installation, configuration, upgrade, troubleshooting and day to day operational management. Responsibilities include taking a proactive role working with the Engineering team and Customers to triage and resolve technical, and application-related issues which impact product performance in customer-specific environments, or issues that directly hamper a broader customer adoption of Edifecs/Cotiviti EM and ENR products. In addition to working with customers, the Associate Operations Engineer will routinely partner with our Development, Sustaining Engineering and Sales Engineering organizations to resolve support issues, document bugs, provide UAT on product builds, and ensure that new and newly upgraded server installations are successful.

Responsibilities

• Manage end to end operations for Edifecs/Cotiviti hosted or customer hosted EM/ ENR application instances including deploying upgrades, making configuration changes, managing day to day submission. operations, building custom tools and utilities, creating adhoc reports / queries.
• Provide technical support to enterprise clients related to technical and operational aspects of the products.
• Partner with Product Support Engineers and development teams as necessary to troubleshoot issues and implement resolutions.
• Analyze application and database performance, identify bottlenecks and provide fix/ report to the development team for a fix.
• Provide workarounds or temporary fixes to the client to avoid processing disruption .
• Create and provide ad hoc reports based on need to support the client operations.
• Proactive management of submission cycles, and reactive management of customer reported cases / issues.
• Deliver a consistent, responsive and satisfying customer experience with each contact.
• Collect all necessary problem details from customers to be able to effectively see the problem to resolution.
• Successfully reproduce customer issues in a controlled test environment.
• Follow standard operational procedures for case management.
• Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics .
• Update knowledge base / create reusable documents, orginiating from patterns observed during customer issue troubleshooting.
• Will need to work in shifts.
• May need to provide weekend on-call support based on internal roster.

Qualifications

• BS in Computer Science.
• Understanding of the following underlying technologies used by Edifecs/Cotiviti solutions: Java, JMS, SQL Server/ Oracle, Web/Application Servers like Apache Tomcat/ IBM WAS.
• Ability to guide customers remotely through multi-server deployments and upgrades for enterprise products.
• Very strong written and verbal skills.