Software Production Support Lead

HealthFirst•Remote - NY, MA

5d•$82,500 - $136,000•Hybrid

About The Position

As a Software Production Support Lead, you will ensure the stability, availability, and performance of our products. You will collaborate with cross-functional teams to investigate complex technical issues, support users, and contribute to the continuous improvement of our processes.

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 experience 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 on Amazon Web Services (EC2, S3, Lambda)
Demonstrated ability to learn new technologies and learn quickly
Should be able to lead a team independently and mentor team members
Experience in supporting Health Insurance products is highly desirable
Excellent oral and written communication skills
An amazing ability to thrive in a multi-tasking environment and operate successfully under planned deadlines
Eagerness to learn, adapt and perfect your work

Nice To Haves

Health insurance domain experience
Experience working in Agile environment

Responsibilities

Reviews and analyses the tickets escalated from the various program teams (including SAM, I&O, development) and ensure timely resolution
Prioritize tickets based on urgency, impact, and relevance, categorizing them as either needing further investigation, resolution guidance, or escalation
Use high-level SQL skills to query databases as needed to gather information and understand potential data-related issues for troubleshooting
Ensuring all incident tickets are resolved in a timely and comprehensive manner
Establish measures to ensure that tickets are tracked based on agreed SLAs and create weekly/monthly/quarterly metrics
Coordinate root cause analysis (RCA) for recurring issues and log bugs/enhancements to address the cause
Provide detailed and precise guidance to the impacted teams, offering solutions and instructions to resolve issues without engineering intervention where possible
Document resolution steps and any new learnings in an internal knowledge base to aid future troubleshooting
Log detailed and comprehensive bug reports for the development team, including steps to reproduce the error, screenshots, SQL query results if necessary, and any other relevant diagnostic information
Regularly track the status and progress of logged bugs with the development team, ensuring they are prioritized appropriately and addressed within agreed timelines.
Report on bug lifecycle metrics, such as time to resolution and recurrence rates, to inform product management and development teams of patterns or critical areas needing attention
Collaborate with the development team whenever necessary to clarify bug reports and understand fixes
Continuously improve and maintain a deep understanding of the Healthfirst application’s functionality, including new features and updates
Provide regular feedback to the product team about user experience pain points, frequently asked questions, or underutilized features
Generate reports on support trends to help guide strategic decisions and improve overall customer satisfaction.