Zelis is modernizing the healthcare financial experience in the United States (U.S.) by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers in the U.S. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts—driving real, measurable results for clients.  

Why We Do What We Do 

In the U.S., consumers, payers, and providers face significant challenges throughout the healthcare financial journey. Zelis helps streamline the process by offering solutions that improve transparency, efficiency, and communication among all parties involved. By addressing the obstacles that patients face in accessing care, navigating the intricacies of insurance claims, and the logistical challenges healthcare providers encounter with processing payments, Zelis aims to create a more seamless and effective healthcare financial system.

Zelis India plays a crucial role in this mission by supporting various initiatives that enhance the healthcare financial experience. The local team contributes to the development and implementation of innovative solutions, ensuring that technology and processes are optimized for efficiency and effectiveness. Beyond operational expertise, Zelis India cultivates a collaborative work culture, leadership development, and global exposure, creating a dynamic environment for professional growth. With hybrid work flexibility, comprehensive healthcare benefits, financial wellness programs, and cultural celebrations, we foster a holistic workplace experience. Additionally, the team plays a vital role in maintaining high standards of service delivery and contributes to Zelis’ award-winning culture. 

Position Overview

Key Responsibilities

• Monitor IT Infrastructure: Ensure continuous monitoring of all IT systems, including servers, applications, and databases to identify and resolve potential issues.
• Cloud Environment Management: Oversee the management and maintenance of cloud environments, ensuring scalability, security, and reliability.
• Network Monitoring: Continuously monitor network performance, addressing any disruptions, and ensuring optimal functionality.
• Proactive Actions: Implement and manage proactive measures to prevent IT issues before they occur, including regular maintenance and updates.
• Reactive Actions: Lead reactive troubleshooting and resolution efforts for any IT incidents or outages, minimizing downtime and impact.
• Team Coaching and Mentoring: Provide guidance, support, and mentoring to the IT team, fostering a culture of continuous learning and improvement.
• Documentation: Maintain accurate and detailed documentation of all IT infrastructure, procedures, and incidents.
• Collaboration: Work closely with other departments and teams to ensure alignment and support for IT initiatives and projects.
• Reporting: Generate and present regular reports on IT performance, incidents, and improvements to senior management.

Operational Management

• Oversee the daily operations of the IT Global Operating Centre, ensuring continuous monitoring of critical systems and services.
• Manage and lead a team of IT professionals, including analysts and engineers, to ensure effective incident response and resolution.
• Develop and implement operational procedures and best practices to enhance the efficiency and effectiveness of the Operating center.
• Coordinate with other IT departments to ensure seamless integration and communication across the organization.

Incident Management

• Monitor and respond to IT incidents in real-time, ensuring timely resolution and minimal impact on business operations.
• Develop and maintain incident management protocols, ensuring adherence to established service level agreements (SLAs).
• Act as the primary point of contact for escalated incidents, providing guidance and support to resolve complex issues.
• Conduct root cause analysis for major incidents, identifying opportunities for improvement and implementing corrective actions.

Qualifications

• Education: Bachelor’s degree in information technology, Computer Science, or a related field.
• Experience: 10+ years of experience in IT infrastructure management, cloud environment management, and network monitoring.
• Leadership: Proven experience in leading and mentoring a team of IT professionals.
• Technical Skills: In-depth knowledge of IT infrastructure, cloud technologies, and network systems.
• Problem-Solving: Strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving issues.
• Communication: Excellent verbal and written communication skills, with the ability to effectively convey technical information to non-technical stakeholders.