[Hiring] Operations Engineer @Cotiviti

Role Description

The Operations Engineer works primarily with enterprise customers of Edifecs/Cotiviti Encounter Management (EM) products, proactively assisting them with post-sales installation, configuration, upgrade, troubleshooting, and day-to-day operational management.

• Take a proactive leadership role working with the Engineering team and Customers to triage and resolve highly complex, technical, and application-related issues.
• Partner with Development, Sustaining Engineering, and Sales Engineering organizations to resolve support issues, document bugs, provide UAT on product builds, and ensure successful server installations.

Responsibilities

• Provide support to enterprise clients related to the technical and functional aspects of the products.
• Partner with Product Implementation and Development teams as necessary to deploy, configure, and troubleshoot issues.
• Assist Product and Development team with performance and functional analysis and testing during release cycles of service packs, hot fixes, etc.
• Implement and maintain automation scripts for routine tasks, ensuring efficiency and scalability.
• Perform regular upgrades, migration, code fixes, and hot fix deployment as per requirement.
• Host online troubleshooting and investigation sessions on customer’s production environments.
• Collect all necessary problem details from customers to effectively drive resolution through effective RCA.
• Consistently deliver a responsive and satisfying customer experience in every interaction, adeptly managing escalations when required.
• Successfully reproduce customer issues in a controlled test environment.
• Develop custom utilities and workarounds as needed to resolve critical issues reported by the customer.
• Provide mentorship and task guidance to other team members.

Qualifications

• Bachelor’s degree in engineering or master’s in computer science, Computer Information Systems, Computer Engineering, or related field.
• 3 years of progressive experience in product support, preferably in the healthcare industry.
• 3 years of experience reading and writing relational database queries using T-SQL or ANSI-SQL.
• 3 years of hands-on experience developing or supporting applications using one or more of the following technologies/languages: Jscript, Java, C# or VB.Net, Groovy.
• 2 years of experience working with EDI (Electronic Data Interchange) and EDI systems, and knowledge of HIPAA.
• 2 years or more experience working with RDBMS, Web Applications, Tomcat, APIs, and MFT.
• 2 years of experience modifying and supporting code or scripting development for automation.
• Strong analytical and troubleshooting skills.
• Familiarity with cloud platforms and technologies, for example AWS, Kubernetes.
• Excellent spoken and written English communication skills.
• Willingness to work in shifts.