Teams at Availity

Provides international customer support through inbound and outbound calls, email, chat, and ticketing systems. Resolves customer issues, documents interactions, submits account-related service tickets, and maintains compliance with company policies, data integrity standards, and information security requirements. The role also supports backend data entry, validation, and research while meeting productivity and quality targets in a high-volume contact center environment.

Leads 24x7 NOC operations, major incident management, cloud infrastructure support, monitoring, and operational excellence. Oversees incident response, SLA and reliability targets, stakeholder communications, shift handoffs, runbooks, ITSM processes, root-cause analysis, and automation. Manages AWS and Azure environments, Linux and Windows systems, networking, Kubernetes, databases, and monitoring platforms. Mentors NOC engineers and drives continuous improvement across production support operations.

Leads the Application Support team for enterprise SaaS applications, serving as the highest technical escalation point. Oversees complex production incidents, customer escalations, root cause analysis, release readiness, API and integration troubleshooting, and operational improvements. Partners with Engineering, Product, Salesforce, Cloud Operations, and Customer Success. Recruits, coaches, and develops support engineers while improving technical capabilities, support processes, and platform stability.