Lead Operations Engineer

Overview

Provide technical and operational support to enterprise clients for product-related issues. Mentor and guide Product Support and Product Operations teams on tasks and best practices. Collaborate with Product Implementation and Development teams as needed. Assist with performance analysis, functional testing, and validation during release cycles, including service packs and hotfixes. Respond promptly to customer inquiries via email and phone. Work collaboratively with Product Operations staff in virtual environments. Conduct online troubleshooting and investigation sessions on customer production systems. Ensure a consistent, responsive, and positive customer experience in every interaction.Gather and document all necessary details to drive effective problem resolution. Reproduce customerreported issues in controlled test environments for root cause analysis. Develop custom utilities and workarounds to resolve critical issues when required.

Responsibilities

• Provide technical and operational support to enterprise clients for product-related issues. • Respond to customer inquiries via email and phone promptly and professionally. • Host online troubleshooting and investigation sessions on customer production environments. • Collect and document all necessary problem details to drive effective resolution. • Successfully reproduce customer-reported issues in controlled test environments for root cause analysis. • Develop custom utilities, workarounds, and new solutions to resolve critical issues and improve product functionality. • Implement fixes for defects identified during troubleshooting or reported by customers. • Assist Product and Development teams with performance analysis, functional testing, and validation during release cycles (service packs, hotfixes, etc.). • Partner with Product Implementation and Development teams to address complex issues and ensure smooth product delivery. • Collaborate virtually with other Product Operations staff to ensure seamless teamwork and knowledge sharing. • Provide mentorship and task guidance to Product Support and Product Operations teams. • Deliver a consistent, responsive, and positive customer experience in every interaction.• Complete all responsibilities as outlined in the annual performance review and/or goal setting. Required• Complete all special projects and other duties as assigned. Required• Must be able to perform duties with or without reasonable accommodation. RequiredThis job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of Cotiviti and requirements of the job change.

Qualifications

Bachelor’s degree or foreign degree equivalent in Computer Science, Computer Engineering, Information Technology,or related technical field, plus 5 years of progressive, post baccalaureate experience in product support or implementation in the healthcare industry, including:

• 8 years of experience reading and writing relational database queries using T-SQL or ANSI-SQL; • 8 years of hands-on experience developing or supporting applications using one or more of the following technologies/languages: COM, VB, Jscript, Java, Perl, C# or VB.Net; • 8 years of experience working with EDI and EDI systems,knowledge of HIPAA and Enrollment Management within Healthcare domain;• 8 years of experience working with HTML/XML; and• 6 years of experience working with code, such as code debugging, analyzing defects within code. • 2+ years of hands-on experience with Kubernetes and AWS, specifically in deploying and managing applications.• Complete all responsibilities as outlined in the annual performance review and/or goal setting.• Complete all special projects and other duties as assigned.• Must be able to perform duties with or without reasonable accommodation.

Cognitive / Mental Requirements:

• Ability to multitask and prioritize projects to meet scheduled deadlines and tight turnaround times.
• Ability to work well independently or in a team environment.
• Communicating with others to exchange information.
• Assessing the accuracy, neatness and thoroughness of the work assigned.

Physical Requirements and Working Conditions:

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Repeating motions that may include the wrists, hands and/or fingers.
• No adverse environmental conditions expected.
• Must be able to provide a dedicated, secure work area.
• Must be able to provide high-speed internet access / connectivity and office setup and maintenance.

Pay Transparency:

Base compensation ranges from $130,000.00 to $160,000.00. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs.

Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti. For information about our benefits package, please refer to our Careers page.

Since this job will be based remotely, all interviews will be conducted virtually.

Date of posting: xx/xx/xxxx

Applications are assessed on a rolling basis. We anticipate that the application window will close on xx/xx/xxxx, but the application window may change depending on the volume of applications received or close immediately if a qualified candidate is selected.