[Hiring] Senior Operations Engineer @Cotiviti

Role Description

The Senior Operations Engineer works primarily with enterprise customers of Edifecs Enrollment Management (ENR) products, proactively assisting them with post-implementation support, configuration, upgrade, troubleshooting, and day-to-day operational management. Responsibilities include:

• Managing end-to-end operations for Edifecs hosted or customer-hosted application instances including deploying upgrades, making configuration changes, and managing day-to-day submission operations.
• Building custom tools and utilities, creating ad-hoc reports/queries as per requirement.
• Providing L2, L3 level technical support to enterprise clients related to technical and operational aspects of the products.
• Performing root cause analysis of problems and implementing long-term solutions.
• Partnering with Product Support Engineers and development teams as necessary to troubleshoot issues and implement resolutions.
• Analyzing application and database performance, identifying bottlenecks, and providing fixes/reports to the development team for permanent solutions.
• Developing, enhancing, and maintaining custom monitoring and alerting systems to detect and resolve issues proactively.
• Creating and maintaining deployment standards, ensuring consistency and accuracy in the release process and maintaining code repository.
• Continuously finding opportunities to automate current manual operation tasks to improve overall efficiency.
• Providing workarounds or temporary fixes to clients to avoid processing disruption.
• Proactively managing submission cycles and reactively managing customer-reported cases/issues.
• Collecting all necessary problem details from customers to effectively see the problem to resolution.
• Successfully reproducing customer issues in a controlled test environment.
• Following standard operational procedures for case management.
• Delivering a consistent, responsive, and satisfying customer experience with each contact.
• Continuously improving troubleshooting skills, product expertise, and knowledge on related technical topics.
• Enhancing the knowledge base and generating reusable documentation by identifying recurring patterns during customer issue resolution.
• Sharing knowledge and expertise with team members to foster a collaborative and learning-oriented culture.
• This job requires working in shifts and may need to provide weekend on-call support based on internal roster.

Qualifications

• B.Tac/MCA in Computer Science.
• Experience with the following underlying technologies used by Edifecs solutions: Java, JMS, SQL Server/Oracle, Web/Application Servers like Apache Tomcat/IBM WAS.
• Experience with different platforms like Windows as well as Unix flavors.
• Experience in modifying and supporting code or scripting development.
• Proficient in resolving complex issues and adept at meeting deliverables deadlines.
• Excellent communication and interpersonal skills.
• Strong decision-making abilities and ability to work collaboratively in a team environment.
• Flexibility and adaptability in a fast-paced, constantly changing environment.
• Strong problem-solving and critical thinking skills.