Production Support Lead

Role & responsibilities

lead production support for multiple Health Plans, covering core administrative systems including enrolments, claims, adjudication, and payments.

• Ensure service SLAs are met by providing timely technical resolution to day-to-day issues.

• Triage, assign, and manage ticket dependencies; update JIRA tickets per process and maintain accurate status and task tracking.

• Troubleshoot data issues and extract data using SQL and web service calls.

• Monitor and troubleshoot data integration platforms such as Attunity and Qlik.

• Monitor and resolve issues in batch jobs, interfaces, and log files. • Support and troubleshoot ODS and ETL processing.

• Monitor and troubleshoot EDI processors like EDIFECS and healthcare EDI jobs.

• Maintain and troubleshoot production application environments. • Drive issue resolution activities across network, middleware, hardware, OS, DB, and internal/external application groups.

• Coordinate system maintenance and upgrade events.

• Log tickets and manage communication with vendors and partners for third-party related technical issues.

• Work directly with clients to provide updates on day-to-day issues and root cause analysis.

• Coordinate with offshore teams to ensure timely and effective issue resolution.

• Respond to after-hours and weekend support calls as required. • Comply with organizational Code of Conduct, regulatory and contractual requirements, policies, procedures, and internal controls.

What You Need • 10-15 years of experience in a mid to large-size production support environment. • Proven experience handling Sev1/Sev2 incident response. • Strong SQL skills with experience in Oracle, MS SQL, MySQL, or PostgreSQL. • Experience with Linux scripting and troubleshooting. • Prior experience with data integration platforms such as Attunity and Qlik. • Experience working with ODS data models and ETL processing. • Exposure to systems built using Java technology stack and SOAP/REST API protocols. • Proficiency with tools like SoapUI and Postman. • Healthcare EDI experience and familiarity with EDIFECS. • Experience coordinating with vendors for third-party technical issues. • Experience with cloud platforms such as AWS or GCP. • Strong communication skills with the ability to convey technical information effectively. • Proficiency in Excel, PowerPoint, and presentation tools. • Experience working in an onshore/offshore support model. • Prior experience with SaaS providers and HealthEdge applications. ________________________________________ Educational Qualification • Bachelors degree or higher in a business or technical field, or commensurate experience in production support and IT operations.