About the Role
As a Production Support Lead, you will make an impact by safeguarding the availability, stability, and performance of business-critical healthcare applications in a 24/7 enterprise environment. You will be a valued member of the application services team and work collaboratively with business stakeholders, development teams, infrastructure teams, vendor partners, and onshore and offshore support resources to deliver rapid incident resolution and continuous service improvement.
In this role, you will
• Lead end-to-end production support for tier-one enterprise applications, ensuring service availability, reliability, and performance.
• Own P1 and P2 incident response, coordinate technical bridges, drive timely stakeholder communications, and lead issues through resolution.
• Troubleshoot complex application and integration issues across frontend, upstream, and downstream systems, partnering with internal teams and vendors as needed.
• Use programming and development expertise to review REST API interactions, write and analyse PL/SQL, and debug stored procedures.
• Create and enhance operational dashboards, alerts, and service-health views using tools such as Splunk, AppDynamics, and Dynatrace.
• Coordinate onshore and offshore support activities, establish clear ownership, and maintain effective handoffs across a 24/7 operating model.
• Drive root-cause analysis, problem management, operational documentation, and preventive improvements that reduce recurring incidents.
• Provide hands-on technical leadership and participate in after-hours or weekend support when critical business needs require it.
Work Model: Remote
We believe remote work is the way forward as we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a remote position requiring workers located at Hartford, CT or anywhere else in the United States only.
Please note that Cognizant cannot provide visa sponsorship now or in the future.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured, we will always be clear about role expectations.
What you need to have to be considered
• 10+ years of overall information technology experience, including at least 7 years in production or application support.
• Proven experience supporting enterprise-grade, business-critical applications in a 24/7 environment.
• Demonstrated success leading P1 and P2 incidents, managing escalations, and delivering clear, timely communications to technical and business stakeholders.
• Hands-on programming or application development experience, including REST APIs, PL/SQL, and stored-procedure debugging.
• Strong troubleshooting skills across integrated systems, frontend applications, and upstream and downstream dependencies.
• Experience using observability and monitoring platforms such as Splunk, AppDynamics, Dynatrace, or comparable tools.
• Experience collaborating with vendor partners and distributed onshore and offshore teams.
• Excellent verbal communication, stakeholder management, analytical, and problem-solving skills.
• Ability to provide flexible after-hours and weekend coverage as part of a critical support model.
These will help you stand out
• Hands-on experience supporting the MedCompass application, particularly its Utilization Management module.
• Healthcare industry experience, especially within utilization management or care management.
• A track record of hands-on technical leadership in complex, high-risk enterprise environments.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
Applications will be accepted until September 28th, 2026
Salary and Other Compensation
The annual salary for this position is $63,000 - $110,500, depending on experience, qualifications, geographic location, and other job-related factors.
In addition to salary, this role is eligible for Cognizant's discretionary annual incentive program, subject to individual and company performance.
Benefits
Cognizant offers the following benefits for this position, subject to eligibility requirements:
• Medical, Dental, Vision, and Life Insurance.
• Paid Parental Leave.
• Short-Term and Long-Term Disability Coverage.
• 401(k) Plan with Company Contributions.
• Paid Holidays and Paid Time Off (PTO).
• Employee Stock Purchase Plan (where applicable).
• Employee Assistance Program (EAP).
• Wellbeing and Mental Health Programs.
• Tuition Reimbursement and Learning Resources.
• Career Development and Certification Opportunities.
