Software Production Support Lead
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Job Description
Healthfirst production support lead stabilizing health insurance applications. Troubleshooting SQL issues, managing incidents, and coordinating bug resolution across technical teams.
Responsibilities:
- Ensure the stability, availability, and performance of products
- Review and analyze tickets escalated from program teams, ensuring timely resolution
- Prioritize tickets by urgency, impact, and relevance
- Query databases using SQL to investigate data-related issues
- Ensure incident tickets are resolved comprehensively and on time
- Track tickets against agreed SLAs and create weekly, monthly, and quarterly metrics
- Coordinate root cause analysis for recurring issues and log bugs or enhancements
- Provide guidance and solutions to impacted teams where possible without engineering intervention
- Document resolution steps and learnings in the internal knowledge base
- Create detailed bug reports for the development team
- Track bug status and progress with the development team
- Report bug lifecycle metrics to product management and development teams
- Collaborate with development teams to clarify bug reports and understand fixes
- Maintain deep knowledge of the Healthfirst application and its updates
- Provide product-team feedback on user-experience pain points, FAQs, and underutilized features
- Generate support-trend reports to guide strategic decisions and improve customer satisfaction
Requirements:
- Bachelor’s degree in computer science, Computer Engineering, or Information Systems, or High School Diploma/GED with relevant work experience
- 5 to 7 years of relevant experience in production support
- Minimum 5 years of hands-on experience in SQL in a professional setting
- Minimum 2 years of working experience in Continuous Integration and Continuous Deployment (CI/CD) using Jenkins, Maven, Git and/or comparable toolsets
- Familiarity with Middleware: Workato/MuleSoft, Service Now, Splunk, and Tableau
- Working knowledge of Amazon Web Services (EC2, S3, Lambda)
- Ability to learn new technologies and learn quickly
- Ability to lead a team independently and mentor team members
- Experience in supporting Health Insurance products is highly desirable
- Excellent oral and written communication skills
- Ability to thrive in a multi-tasking environment and operate successfully under planned deadlines
- Eagerness to learn, adapt and perfect your work
- Health insurance domain experience
- Experience working in Agile environment
Benefits:
- Medical, dental, and vision coverage
- Incentive and recognition programs
- Life insurance
- 401k contributions
- Competitive compensation and benefits package
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