Network Operating Center Shift Lead

About the role

Zelis is modernizing the healthcare financial experience in the United States (U.S.) across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients. At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture. 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 Experienced in 24/7 operational support, monitoring network, server, and infrastructure health using tools such as LogicMonitor, Splunk and New Relic. Skilled in network services, firewall/VPN/router/switch troubleshooting, Windows Server administration, incident response, escalation, documentation, and SOP-based issue resolution. Additional strengths include root cause analysis, security best practices, stakeholder communication, shift handovers, and mentoring junior staff. Working in 24/7 Operational support. Monitor network, server, and infrastructure health using tools like LogicMonitor, New relic. Network Service & Protocols (DHCP, DNS, NTP, VPN & Tunneling, QoS, Common Protocols) Fundamentals of Firewalls, IDS/IPS and Authentication. Configuration & troubleshooting of Router, Firewalls, VPNs & Switch, troubleshooting tools (ping, traceroute, netstat, Wireshark) and Access control Respond to alerts and incidents, perform initial troubleshooting, and escalate as needed. Log and track incidents in ticketing systems. Follow standard operating procedures (SOPs) for issue resolution and escalation. Assist in routine maintenance tasks such as patching, backups, and system checks. Communicate incident status and updates to internal teams and stakeholders. Maintain documentation of incidents, resolutions, and system changes. Support shift handovers with clear and accurate reporting. Windows Server Administration and troubleshooting. Perception of analyzing the workflow, issue or the cause of the problem. Manages firewalls, IDS/IPS, and endpoint protection systems is an added advantage. Leads incident investigations and root cause analysis. Mentors junior staff and enforces security best practices. Problem solving and Root cause analysis. Able to perform the Firewall, WLC, Switch and Meraki upgrades. Foster a culture of continuous improvement within the team. Collaborate with other NOC Shift Leads and teams to address cross-functional issues.