Operations Engineer

Edifecs Atlanta , GA 30301

Posted 2 months ago

Founded in 1996, Edifecs is a leading healthcare technology company with the mission to improve healthcare outcomes, reduce costs and accelerate innovation. We are disruptors, scientists, data nerds, and artists. And we believe information technology can revolutionize healthcare. The company has achieved widespread market penetration with over 375 customers. We provide solutions to 25 out of the 36 Blue Cross Blue Shield Licensees, the top ten largest Commercial payers, and 31 State Medicaid programs as well as CMS. Edifecs is regularly recognized as a leader in the healthcare industry and for our company's overall performance, our dynamic workplace culture, and our commitment to innovation.

The Operations Engineer works primarily with enterprise customers of Edifecs Encounter Management products, proactively assisting them with post- sales installation, configuration, upgrade, troubleshooting and day to day operational management. Responsibilities include taking a proactive leadership role working with the Engineering team and Customers to triage and resolve highly complex, technical, and application-related issues which impact product performance in customer-specific environments, or issues that directly hamper a broader customer adoption of Edifecs EM product. In addition to working with customers, the 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Manage end to end operations for Edifecs hosted or customer hosted Encounter Management 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.

  • Plan and execute encounter submissions workflow including schedule management, batch management, file monitoring, and potential automation implementation

  • 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, originating from patterns observed during customer issue troubleshooting

  • May need to work in a shift that gets scheduled between 5 AM and 6 PM local time.

  • May need to provide weekend on-call support based on internal roster

REQUIRED SKILL SET & EXPERIENCE

  • BS in Computer Science or other technology related program or equivalent experience in implementing, and operating Java stack based enterprise applications

  • Up to 4 years applicable experience in supporting commercial off the shelf enterprise products

  • Understanding of following underlying technologies used by Edifecs solutions : Java, JMS, SQL Server/ Oracle, , Web/Application Servers like Apache Tomcat/ IBM WAS

  • Experience on at least one integration or ESB software such as Edifecs XEngine Server, TIBCO EMS, IBM Websphere suite, Webmethods, MuleSoft, Intersystems Ensemble

  • Prior demonstrable experience in deploying and supporting high transaction voume applications on AWS

  • Good understanding of SOAP and REST based web services

  • Prior experience troubleshooting performance problems that may have many underlying causes such as Disk, Database, Network, Messaging and other platform / 3rd party solutions.

  • Prior experience in troubleshooting problems in java based applications using opensource tools / JDK tools such as jstack, visualvm, jconsole, jmap and similar tools to identify memory issues, deadlocks, application performance.

  • Ability to guide customers remotely through complex, multi-server deployments and upgrades for enterprise products

  • Familiarity with at least one non-Windows operating system (such as Linux, HPUX, AIX)

  • Familiarity with EDI Standards such as X12, EDIFACT, HL7, NCPDP and knowledge of HIPAA transactions is a plus.

  • Prior Scripting and Programming Experience for solving business problems preferred.

  • Knowledge of various network and internet technologies and communication protocols: TCP/IP, sFTP, HTTP, AS2, etc. highly desired.

  • Very strong written and verbal skills.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, religion, national origin, protected veteran status, disability status, or any other characteristic protected by law.

Edifecs will provide reasonable accommodation to individuals with disabilities who need assistance applying for a job. Please contact careers@edifecs.com for more information.


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Operations Engineer

Edifecs