The SSI Group, LLC, headquartered in Mobile, Alabama, is a national leader in Healthcare Technology. Client Technical Manager Job Code CTM.181.002 FLSA Status Exempt Job Family Client Relations Cost Center 181 Purpose of Position The Client Technical Manager is responsible for leading the team on intake, prioritization, investigation, and resolution of complex client issues across the SSI Enterprise System. This role owns root cause analysis and ensures that issues are not only resolved but systematically eliminated through coordination with DevOps and Product Engineering (PE). This position serves as the central command point between client-facing teams, technical operations, and engineering, ensuring rapid resolution, transparency, and continuous improvement aligned to the A4 operating model: Agile, AI, Automation, and Architecture. Duties and Responsibilities Essential Functions - Issue Intake and Triage Management - Own enterprise-wide client issue triage process across clearinghouse and EDI transactions - Works collaboratively with Client Relations teams - Lead daily triage huddles for issue review and prioritization - Ensure accurate intake, categorization, and routing of issues - Root Cause Analysis and Resolution Ownership - Lead deep-dive root cause analysis for high-impact or recurring issues - Ensure issues are resolved to root cause, not symptom - Documentation and reporting on resolutions - DevOps and Product Engineering Liaison - Act as liaison between client operations and DevOps/PE teams - Translate issues into actionable technical requirements - Participate in sprint planning and backlog prioritization - Ensure closed-loop communication to stakeholders - Operational Intelligence and Trend Analysis - Analyze issue patterns across tickets and escalations - Identify systemic risks and automation opportunities - Develop dashboards and reporting with analytics teams - Client Impact and Communication - Support escalations with clear technical communication - Provide updates on issue status, timelines, and root causes - Process Improvement and Automation - Design triage workflows to reduce resolution time - Identify automation opportunities in issue management - Partner with AI teams for predictive detection - A4 Alignment (Agile, AI, Automation, Architecture): - Agile: Integrates triage into sprint cycles - AI: Enables predictive detection - Automation: Reduces manual effort - Architecture: Drives systemic improvements Marginal Functions - Other duties as assigned. Skills, Knowledge, and Abilities - Root Cause Analysis Orientation – Ability to identify and address underlying issues rather than applying short‑term or surface‑level fixes. - Operational Ownership and Accountability – Demonstrated ownership of outcomes, with accountability for driving initiatives through to successful completion. - Technical Translation and Cross‑Functional Leadership – Proven ability to translate technical concepts into business‑relevant insights and lead collaboration across functional teams. - Data‑Driven Decision Making – Strong reliance on data, metrics, and analysis to inform decisions, prioritize actions, and measure results. - Continuous Improvement Mindset – Commitment to ongoing process improvement, operational efficiency, and adoption of best practices. - Strong Analytical and Communication Skills – Ability to analyze complex information and communicate findings clearly and effectively to varied audiences. - Must be able to interact cordially and productively with co-workers in a team environment. - Ability to work under pressure and to prioritize. - Must be able to proficiently read and write in English. - Must possess effective communications skills with ability to handle difficult situations. - Must be able to make independent judgment decisions with minimal supervision. - Must be able to see clearly with or without corrective lenses and hear clearly with or without aids. - Must be able to use hands, fingers and wrists, repetitively, using a computer keyboard and other office equipment, regularly. Information Security and Data Protection The SSI Security-First Mindset Information security and data protection is a shared responsibility – codified in our commitment to the SSI Security-First Mindset. The SSI Security-First Mindset is comprised of five pillars and universally applicable to all employees, regardless of position description, assigned duties and responsibilities. The Five Pillars of the SSI Security-First Mindset: - Pillar 1: Governance: Develop, implement, and enforce secure operational processes, procedures, and routines. - Pillar 2: Accountability: Take an active role in protecting company assets and system & data resources. - Pillar 3: Awareness: Recognize, report, and take action to resolve security risks. - Pillar 4: Preparedness: Develop, implement, test, and improve backup plans for operational processes, procedures, and routines. - Pillar 5: Collaboration: Communicate, share, and promote your Security-First Mindset at every opportunity. Experience and Education Requirements Education Min/Preferred Education Level Description Minimum 4 Year / Bachelors Degree Bachelor's degree in Bachelor’s degree in Information Technology, Healthcare Administration, or related field Years of Experience Minimum Years of Experience Comments 7+ years 7+ years in healthcare IT or revenue cycle management 1 year Strong knowledge of EDI transactions (837, 835, 277, 270/271, 278) 1 year Experience with incident management and DevOps collaboration. Certifications Min/Preferred Certification Description A combination of experience and advanced education may be substituted. Background checks and drug test required. Acknowledgement I have read and understand this job description and agree that I am able to fulfill the essential functions as stated above. I further understand that it is my responsibility to request an accommodation, if necessary, to fulfill the essential functions of this position. Employee's Signature Date __________________________________ ______________________ Supervisor Signature Date __________________________________ ______________________ SSI offers competitive salaries and an excellent benefits package including medical, dental, life/AD&D, LTD, vision, 401(k) matching, paid vacation and tuition reimbursement.

• Lead the technical strategy for a growing premier portfolio of monitoring company customers, acting as their most senior trusted advisor and executive escalation point. • Architect and oversee the design of enterprise-grade call flows, including advanced telephony routing, complex failover strategies, and custom integration patterns. • Proactively audit system performance across the enterprise, identifying systemic risks and driving large-scale improvements to reliability, latency, and call success rates. • Direct high-severity incident response coordination, conducting deep-dive root cause analysis and ensuring long-term remediation strategies are implemented across the customer base. • Synthesize complex customer requirements into high-level strategic feedback for product and engineering leadership to help define the long-term platform roadmap. • Orchestrate complex platform migrations and global feature rollouts, ensuring zero-downtime transitions for mission-critical services. • Collaborate cross-functionally with leadership in engineering, product, and operations to refine the customer experience and internal support workflows. • Establish and evangelize best practices regarding redundancy, monitoring, and massive-scale handling for real-world emergency spikes. • Mentor junior Technical Account Managers, providing guidance on technical troubleshooting and relationship management. • Analyze macro-level metrics and trends to drive continuous service improvement and business reviews with customer stakeholders

• Develop relationships with key business and IT stakeholders and become a guide on a customer's implementation by understanding their top business goals and priorities. • Help customers achieve their business goals and outcomes by providing recommendations that will benefit customers' ongoing usage of Red Hat’s technologies. • Attain Trusted Advisor status with both key business and technical decision makers. • Lead Technical Health Reviews and provide relevant technical recommendations on solutions and enhancements specific to customers' business needs. • In support of the Customer Success Strategy and Success Manager, monitor and identify trends in Red Hat adoption and utilization, Success Plan adoption and utilization, providing guidance as part of Quarterly Success reviews. • Proactive liaison and focal point into Red Hat Technology and Product teams and Technical Support Team, to address product feature/technical hurdles. • Provide proactive Communications in the event of a service degradation or disruption. • Participate in issues and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction. • Provide executive level summary status reports both internally and to the customer for all high severity cases. • Collaborate with internal teams to improve customer satisfaction and reduce renewal risk. • Foster existing unused product capabilities/functionality that could help customer's business. • Serve as the customer advocate within Red Hat • Travel regionally to visit customers occasionally

Job Description Summary GE Vernova (NYSE: GEV) Addressing the climate crisis is an urgent global priority and we take our responsibility seriously. That is our singular mission at GE Vernova: continuing to electrify the world while simultaneously working to help decarbonize it. If we want our energy future to be different…we must be different. Our mission is embedded in our name. We retain our treasured legacy, “GE,” in our name as an enduring and hard-earned badge of quality and ingenuity. “Ver” / “verde” signal Earth’s verdant and lush ecosystems. “Nova,” from the Latin “novus,” nods to a new, innovative era of lower carbon energy that GE Vernova will help deliver. Together, we have The Energy to Change the World. Learn more at www.gevernova.com The Technical Field Advisor (TFA) provides on-site technical direction to customer-owned utility and nuclear power plants for their Steam Turbine Generator System(s). The TFA is responsible for reviewing plant engineering documents and P&ID’s, troubleshooting of plant systems and equipment, planning, organizing, integrating and direction of resources such as labor, tools and materials as required to complete the work scope according to contractual requirements. The primary responsibility of the TFA is to safely manage the maintenance and repair of the various equipment used in power generation applications. You may be assigned other duties to help proactively drive our Steam Power vision and align with our organization’s core values. Job Description Roles and Responsibilities - Perform on-site installation of systems and equipment and ongoing preventive maintenance, repair, and calibration after installation - Lead outage crew including but not limited to crafts, union technicians, and onsite services teams - Respond to requests for emergency repairs and services to troublesome equipment - Provide technical instruction and assistance to customer representatives regarding installation, operation, calibration, repair, and maintenance at customer's sites - Perform administrative functions such as: writing technical reports, ordering materials, securing quotations, preparing job status reports, reports to customers, time sheet and expense sheets on a complete timely, and thorough basis - Signs off on all changes implemented. - Drive customer satisfaction through commitment to quality. - Maintain strong safety mindset to assure the executed work reflects the technical requirements within GE Vernova safety standards - Knowledge to troubleshoot and provide routine maintenance checkout for wide range of equipment vintage - Prepare timely and accurate technical reports for customer records and a reference for future outages - Ensure all parts needed for the job are shipped to the site - Perform walk-downs during installation to ensure that the customer’s contractors are working properly. - Perform aftermarket upgrades that need to be performed at the site level. - Perform other duties as assigned Basic Qualifications: - Associate’s degree or higher form of Education from an accredited University or College, with considerable years of relevant experience in Power Plant Maintenance, Turbine Maintenance, or Power Plant Equipment Installation or Commissioning; or High School Diploma with significant years of relevant experience. - Ability to travel 80% annually to and from projects and various field assignments as required. - Successful completion of required training programs is a minimum requirement. Desired Qualifications - Demonstrated knowledge and experience to actively support an outage and be aware of where to seek answers to questions as they arise. - Ability and commitment to excellent customer service both with external and internal stakeholders - Demonstrated experienced with successful installations and outages. - Experience and training on GE, Alstom, Siemens or other OEM equipment is preferred - Extensive Field Engineering Services experience is required - Pipe fitting and tubing experience. - Fluent in English language. - Very Good project management skills - Very Good oral and written communication skills - Very Good interpersonal and leadership skills - Very Good business acumen and ability to sell GE Vernova products to the customer Additional Information Relocation Assistance Provided: No #LI-Remote - This is a remote position