We are hiring for a Production Support Analyst for a remote opportunity. Role: Production Support Analyst Location: Remote Position: 1 Role Overview: We are seeking an experienced Production Support Analyst to support ISL program and help ensure the reliability, stability, and performance of mission-critical Medicaid systems. The ideal candidate will possess strong production support experience, incident management expertise, and hands-on knowledge of IBM technologies, DataPower, MQ, MFT, Splunk, and EDI transactions. This role requires a proactive problem solver who can lead incident response efforts, improve operational processes, and collaborate across technical and business teams. Key Responsibilities: • Lead real-time system monitoring and proactive incident management activities • Drive production support operations and ensure high availability of critical applications and services • Manage and triage Production Issues including SEV 1, SEV 2, SEV 3, and SEV 4 incidents • Troubleshoot and resolve issues related to IBM DataPower, MQ, Managed File Transfer (MFT), EDI transactions, and integrated systems • Perform root cause analysis and develop preventive measures to improve system reliability • Support production deployments and operational readiness activities • Monitor application and infrastructure health using Splunk and other monitoring tools • Utilize SQL for data validation, troubleshooting, and operational support • Manage incidents, service requests, and problem records using ServiceNow and Jira • Support Linux-based troubleshooting, scripting, and automation initiatives • Develop and maintain SOPs, operational runbooks, and support documentation • Collaborate with engineering teams, vendors, business stakeholders, and TennCare teams to ensure operational excellence • Drive continuous improvement initiatives to enhance production support processes Required Skills: • Strong experience with IBM DataPower • Experience supporting Managed File Transfer (MFT) environments • Strong knowledge of IBM MQ • Production Support experience in enterprise environments • Experience with Splunk monitoring and analysis • Knowledge of EDI X12 transactions • Strong SQL querying and troubleshooting skills • Experience managing SEV 1, SEV 2, SEV 3, and SEV 4 production incidents • Experience with Incident Management tools such as ServiceNow and Jira • Strong troubleshooting and root cause analysis skills • Experience working in Linux environments • Excellent communication and stakeholder management skills Preferred Skills: • Healthcare domain experience • Medicaid systems experience • Experience with EDI 270/271 transactions • Automation and scripting experience • Experience supporting large-scale integrated enterprise applications • Knowledge of operational governance and service management best practices Expected Deliverables: • Incident Management Deliverables • Infrastructure Deliverables • Operations and Maintenance Deliverables • Operations and Maintenance Guide • Production Playbook • Root Cause Analysis Documentation • Operational Runbooks and SOPs • Monitoring and Reporting Artifacts Education Requirement: Bachelors degree in Information Technology, Computer Science, Engineering, or a related field preferred. Our Perks and Benefits: Our benefits and rewards program has been thoughtfully designed to recognize your skills and contributions, elevate your learning experience, and provide care and support for you and your loved ones. We also offer: • Health Insurance with Dental & Vision • 401(k) Plan • Life Insurance, STD & LTD • Paid Vacations & Holidays • Continuous Learning and Career Development Opportunities