Software Production Support Lead

This is a fully remote position, open to applicants in Connecticut, +8 more states.

📋 Description

• Ensure the stability, availability, and performance of products.

• Review and analyze tickets escalated from program teams, ensuring timely resolution.

• Prioritize tickets based on urgency, impact, and relevance.

• Utilize SQL to query databases for investigating data-related issues.

• Ensure that incident tickets are resolved thoroughly and promptly.

• Monitor tickets against agreed SLAs and generate weekly, monthly, and quarterly metrics.

• Coordinate root cause analysis for recurring problems and log bugs or enhancements.

• Offer guidance and solutions to affected teams where feasible without engineering intervention.

• Document resolution steps and insights in the internal knowledge base.

• Produce detailed bug reports for the development team.

• Monitor bug status and progress in collaboration with the development team.

• Report on bug lifecycle metrics to product management and development teams.

• Collaborate with development teams to clarify bug reports and comprehend fixes.

• Maintain a comprehensive understanding of the Healthfirst application and its updates.

• Provide feedback to the product team regarding user-experience pain points, FAQs, and underutilized features.

• Generate support trend reports to inform strategic decisions and enhance customer satisfaction.

⛳️ Requirements

• Bachelor’s degree in computer science, Computer Engineering, or Information Systems, or a High School Diploma/GED with relevant work experience.

• 5 to 7 years of pertinent experience in production support.

• At least 5 years of practical experience with SQL in a professional context.

• Minimum 2 years of experience working with Continuous Integration and Continuous Deployment (CI/CD) using Jenkins, Maven, Git, and/or similar toolsets.

• Familiarity with Middleware technologies such as Workato/MuleSoft, Service Now, Splunk, and Tableau.

• Working knowledge of Amazon Web Services (EC2, S3, Lambda).

• Capability to learn new technologies swiftly.

• Ability to lead a team independently and mentor team members.

• Experience supporting Health Insurance products is highly desirable.

• Excellent verbal and written communication skills.

• Ability to excel in a multi-tasking environment and perform effectively under scheduled deadlines.

• Willingness to learn, adapt, and continuously improve your work.

• Experience in the health insurance domain.

• Familiarity with working in an Agile environment.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Incentive and recognition programs.

• Life insurance.

• 401k contributions.

• Competitive compensation and benefits package.