[Hiring] Software Production Support Lead @HealthFirst

Role Description

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.

Duties & 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.

Qualifications

• 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.

Preferred Qualifications

• Health insurance domain experience.
• Experience working in Agile environment.

Benefits

• Medical, dental and vision coverage.
• Incentive and recognition programs.
• Life insurance.
• 401k contributions (all benefits are subject to eligibility requirements).

Hiring Range

• Greater New York City Area (NY, NJ, CT residents): $94,100 - $136,000.
• All Other Locations (within approved locations): $82,500 - $122,740.