Senior Production Support Analyst

Matrix Medical Network•UNAVAILABLE, UNAVAILABLE

1d•Remote

About The Position

The Senior Production Support Analyst is the senior operational owner of Matrix Medical Network’s member scheduling and access platform, which supports in-home and telehealth assessments, primary care visits, and quality and care-gap closure visits. The role leads Tier 2 and Tier 3 incident response, owns root cause and problem management, and establishes monitoring, runbook, and release-validation standards for the platform and its integrations. The analyst works with the Senior Product Owner, scheduling platform engineering team, central Data and Quality Assurance teams, IT Service Desk, and external scheduling and health plan partners. The position connects incident and defect data to scheduling conversion and completed-visit impact to help prioritize fixes, and mentors less experienced support staff. The role supports the core scheduling platform; provider access and demand-capture scheduling engine; health plan, EHR, and third-party scheduling integrations; partner API gateway; SMS and portal self-service channels; event-driven architecture; and shared data standards and test automation practices. It participates in Agile delivery, including sprint ceremonies, backlog grooming, and release planning. This is a full-time, salaried, fully remote position for candidates located in the United States, with full-time day hours. The listed compensation is $101,000–$151,000, with a 10% bonus.

Requirements

At least 8 years of technical support experience in a corporate environment, including at least 3 years in Tier 2, Tier 3, or production support for business-critical applications.
At least 3 years of experience writing SQL queries, including joins and common table expressions, to diagnose and resolve production data issues.
Demonstrated experience leading high-severity incidents and conducting root cause analysis and post-incident reviews.
Ability to identify trends in submitted issues, document them clearly, and present findings to Product Management and Product Engineering in a way that supports prioritization decisions.
Experience with an IT service management or ticketing tool and incident, problem, and change management practices aligned to ITIL.
Hands-on experience troubleshooting APIs and system integrations, including request, response, and log analysis, and working with external partners to resolve failures.
Experience with monitoring and alerting tools and log analysis.
Experience working with engineering teams in an Agile or Scrum model using Jira or Azure DevOps.
Experience supporting systems that handle PHI and working knowledge of HIPAA requirements.
Ability to communicate incident status and business impact to senior leadership and write clear runbooks and root cause reports.
Strong troubleshooting, decision-making, and independent judgment, with the ability to prioritize in a fast-paced, changing environment.

Nice To Haves

Experience supporting healthcare scheduling, contact center, or EHR integration technology.
Experience supporting event-driven or message-based architectures, including queues and event streams.
Experience with conversion-funnel or outreach analytics and reporting tools such as SQL Reporting Services.
Scripting experience in Python or PowerShell to automate support tasks.
Experience with generative AI and AI-enabled productivity platforms.
Experience with Internet Information Services (IIS) and reading or debugging Java or VB/.NET code.
Experience mentoring or leading less experienced support staff.
ITIL 4 Foundation or higher certification.
AI- or automation-related certification.
Bachelor’s degree preferred in Information Technology, Computer Science, Health Informatics, or a related field, or equivalent experience in a senior application or production support role with SQL troubleshooting, ideally in healthcare.

Responsibilities

Lead Tier 2 and Tier 3 incident intake, triage, and diagnosis; serve as incident lead during high-severity events and coordinate stakeholders through resolution and post-incident review.
Monitor platform availability, SMS delivery, the member portal, provider capacity outputs, event processing, and health plan, EHR, and scheduling-network integration feeds; define alert thresholds, service level indicators, and dashboards with engineering.
Diagnose integration failures by analyzing API requests, responses, logs, and event flows to determine whether the fault lies in the platform, a partner system, or the data.
Resolve complex scheduling data errors, including duplicate or orphaned appointments, capacity and scheduling-window rule errors, and member-access cases, using SQL and approved tools under PHI handling controls; develop repeatable fixes.
Own problem management, lead root cause analysis with engineering, track repeat incidents to closure, and submit findings as prioritized backlog items with defined impact to the Senior Product Owner.
Measure how incidents and defects affect scheduling conversion and completed visits, and provide analytics to support conversion optimization and business cases.
Serve as the first contact and escalation point for health plan, EHR, and scheduling-network partners; track partner SLAs and open issues and lead troubleshooting.
Participate in sprint ceremonies, backlog grooming, and release planning; define production-readiness and validation criteria, validate releases, conduct smoke tests with QA, monitor post-release regressions, and recommend test automation coverage.
Own runbooks, known-issue lists, and escalation paths; automate recurring support tasks with scripting and AI-enabled productivity tools where appropriate.
Report monthly to the Senior Product Owner and IT leadership on incidents, root causes, repeat issues, mean time to detect and resolve, and engineering time spent on production issues.
Mentor and train support staff and the IT Service Desk on platform triage, and document knowledge to support team coverage.
Work with the IT Service Desk on assigned items and meet all Service Level Agreements.
Follow corporate security policies and HIPAA requirements when handling protected health information.
Perform other duties as assigned.