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Sr. Operations Engineer



Chandigarh, India
Posted on Thursday, November 30, 2023


Senior Operations Engineer


The Senior Operations Engineer works primarily with enterprise customers of Edifecs 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 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.

What you will do:

  • Manage end to end operations for Edifecs hosted or customer hosted 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 morning and afternoon shifts.
  • May need to provide weekend on-call support based on internal roster.

What you will bring:

  • 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 volume 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.

About Edifecs

Edifecs is a premier technology company serving the U.S. healthcare market that empowers its customers to transform healthcare. For over 25 years, Edifecs has provided the market-leading interoperability platform. Edifecs payer and provider customers and technology partners are driving healthcare transformation with the ability to seamlessly exchange, unify, and normalize data to derive insights and intelligence and replace friction with collaboration across all stakeholders. Edifecs’ platform is the foundation to help customers overcome healthcare’s biggest challenges, including accelerating the adoption of value-based payment models, securing complete and accurate care funding for alternative payment models, and fully automating prior authorization.

Edifecs offers natural language processing, machine learning, and artificial intelligence to provide deeper insights into patients, populations, and business processes. As new standards and regulations continually emerge government agencies, Edifecs is a proven partner to ensure its customers maintain “evergreen” compliance. Edifecs customers cover 290 million lives and include 100% of national health plans, 70% of state Medicaid programs, and 94% of the lives covered by Blue Cross Blue Shield payers. The company is headquartered in Bellevue, Washington, with additional offices in Atlanta, Georgia, and Mohali, India, and has more than 1000+ employees.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, or disability status. Our corporate credo of innovation, collaboration, customer-centricity, and integrity drive and inform all our actions and decisions. Please contact [email protected] for more information.