• Drive continuous improvement within SNOC security operations by identifying opportunities to enhance monitoring, response workflows, automation, and operational efficiency • Serve as the primary escalation point for complex security incidents, providing advanced technical analysis and resolution support to the SNOC engineering team. • Support the development and maintenance of operational documentation including security runbooks, incident response procedures, investigation guides, and knowledge base articles. • Identify and analyze potential security risks, vulnerabilities, and suspicious activity across network, system, endpoint, identity, and cloud environments, recommending remediation actions. • Assist in strengthening security monitoring capabilities by improving detection logic, tuning alerts, and contributing to SIEM analytics rules and automation workflows. • Provide mentorship and technical guidance to junior SNOC engineers during investigations, troubleshooting, and incident response activities. • Support security compliance initiatives by ensuring operational activities, incident investigations, and response actions are properly documented to support audits and reporting. • Participate in validation and testing of incident response procedures, disaster recovery plans, and operational readiness exercises. • Act as the technical lead for high-severity security incidents, coordinating investigation activities and guiding containment, eradication, and recovery efforts. • Perform advanced threat analysis using SIEM, EDR, identity protection, and network telemetry platforms to identify malicious or suspicious activity. • Investigate complex security alerts and correlated incidents across endpoint, identity, email, cloud, and network security platforms. • Develop and refine detection capabilities including SIEM analytics rules, threat hunting queries, alert enrichment logic, and automated response playbooks. • Provide escalation support during major incidents, assisting with root cause analysis, containment strategies, and post-incident documentation. • Collaborate with engineering, infrastructure, and client teams to implement remediation actions and long-term risk mitigation strategies. • Support onboarding and integration of security telemetry from new platforms and security technologies into the monitoring environment. • Ensure security investigations, incidents, and operational actions are accurately documented within ticketing and case management systems.

• Investigating and resolving routing and switching faults across large-scale network environments • Troubleshooting backbone and fabric network topology issues • Leading and supporting the resolution of high-severity technical incidents • Acting as a subject matter expert during incident response and operational reviews • Designing, developing, and maintaining alerts, runbooks, dashboards, and monitoring solutions to improve fault detection and operational visibility • Installing, configuring, and optimizing network infrastructure while developing operational tools, automation, and technical documentation to support it effectively and efficiently.

• Guide strategic initiatives for the Provider Network Operations division. • Collaborate with Provider Reimbursement Insights and Analytics Team. • Develop, direct and execute efforts to meet Credentialing division objectives. • Lead initiatives to enhance provider collaboration, engagement, and satisfaction. • Collaborate with IT teams to identify interoperability gaps. • Ensure integrated systems support compliance with state, federal, and NCQA standards. • Develop automated workflows and processes for data synchronization. • Strengthen relationship management frameworks for consistent communication. • Actively participate in department strategic planning and execution. • Oversee provider collaborative efforts in coordination with key departments. • Guide division functional leaders in developing successful business plans. • Design and deliver provider education programs. • Regularly assess provider feedback for relationship improvements.

• Act as the final technical escalation for P1/P2 incidents, run the technical bridge to stabilize service, define targeted workarounds, and deliver complete post‑incident remediation plans. • Lead deep‑dive diagnostics across network, server, storage, virtualization, cloud, and/or backup platforms, correlating logs, traces, packet captures, and platform telemetry to isolate root cause with high confidence. • Own problem management for chronic issues, producing RCAs and known error records, defining preventative actions, and tracking systemic fixes to closure in ServiceNow. • Engineer and execute complex/high‑risk changes, including risk/impact analysis, MOP authoring, pre/post validation, and backout plans; improve change success by templating repeatable patterns aligned to CAB policy. • Elevate monitoring/observability, assist with designing monitoring thresholds, event correlation, custom metrics, and dashboards that reduce alert noise and improve time to detect for critical services. • Build and harden operational automation (PowerShell/Python/Bash and platform APIs) to accelerate diagnostics, remediation, compliance checks, and recurring maintenance, and package it for safe use by lower tiers. • Serve as a subject‑matter expert and vendor/TAC coordinator, unblocking complex technical issues and integrating vendor guidance into durable, documented fixes. • Raise the quality bar for operational content, authoring, and reviewing Tier 1/2‑ready SOPs, runbooks, and KBs; ensure artifacts are updated after incidents and changes and remain audit‑ready in the central repository. • Uphold ITIL discipline in ServiceNow, maintaining exemplary ticket hygiene, CI relationships, client‑facing communications, and complete Incident/Change/Problem/Knowledge records within a 24x7 model. • Support 24x7 operation through on‑call participation and after‑hours maintenance/emergency changes to ensure continuity of care.