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.
Minimum 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
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
As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.
In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.
*The hiring range is defined as the lowest and highest salaries that Healthfirst in "good faith" would pay to a new hire, or for a job promotion, or transfer into this role.
