The Lead 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 products. In addition to working with customers, the Lead 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. The ideal candidate will have extensive knowledge and hands-on experience with Docker and Kubernetes, along with a strong background in research & implementation. This role will involve working closely with our IT SaaS team to design, implement, and maintain containerized environments and orchestration systems to support our organization's infrastructure and applications

• Manage end to end operations for Edifecs/Cotiviti hosted or customer hosted Encounter Management application instances including deploying upgrades, making configuration changes, managing day to day submissions 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.
• Complete all responsibilities as outlined in the annual performance review and/or goal setting.
• Complete all special projects and other duties as assigned.Must be able to perform duties with or without reasonable accommodation.

This job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of Cotiviti and requirements of the job change. 

• Bachelors in Computer Science or other technology related program or equivalent experience in implementing, and operating Java stack based enterprise applications
• 7+ 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.

Mental Requirements

• Communicating with others to exchange information.
• Problem-solving and thinking critically.
• Completing tasks independently.
• Interpreting data.
• Making timely decisions in the context of a workflow.
• Maintaining focus.
• Assessing the accuracy, neatness and thoroughness of the work assigned.
• Remembering and adhering to processes and protocols.

Physical Requirements and Working Conditions

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Repeating motions that may include the wrists, hands and/or fingers.
• Must be able to provide high-speed internet access / connectivity and office setup and maintenance.
• Must be able to provide a dedicated, secure work area.

Base compensation ranges is from $101,288 to $151,932 per year. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs. 

Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti. For information about our benefits package, please refer to our Careers page.

Since this job will be based remotely, all interviews will be conducted virtually.

Date of posting: 04/21/2025 

Applications are assessed on a rolling basis. We anticipate that the application window will close on 06/22/2025, but the application window may change depending on the volume of applications received or close immediately if a qualified candidate is selected.

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