Software Production Support Lead

🔥 12 hours ago

🦌 Connecticut, Florida, +7 more states – Remote

🦌 Connecticut – Remote 🐊 Florida – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🍂 Massachusetts – Remote ❄️ Minnesota – Remote 🔔 Pennsylvania – Remote 🎸 Tennessee – Remote

💵 $82.5k - $136k / year

⏰ Full Time

🟠 Senior

🦅 H1B Visa Sponsor

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👻 Ghost score 0%

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Healthfirst

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1993

🛡️ Insurance

🏥 Healthcare

⚕️ Healthcare Insurance

Insurance • Healthcare • Healthcare Insurance

Healthfirst is a health insurance provider dedicated to helping New Yorkers access affordable health coverage for individuals and families. With over 30 years of experience, Healthfirst offers a range of plans including Medicaid managed care, Medicare Advantage, long-term care, and essential health plans. The company focuses on providing quality healthcare options, comprehensive benefits, and support to ensure members can maintain their health and well-being.

📋 Description

• Ensure the stability, availability, and performance of products • Review and analyze tickets escalated from program teams, ensuring timely resolution • Prioritize tickets by urgency, impact, and relevance • Query databases using SQL to investigate data-related issues • Ensure incident tickets are resolved comprehensively and on time • Track tickets against agreed SLAs and create weekly, monthly, and quarterly metrics • Coordinate root cause analysis for recurring issues and log bugs or enhancements • Provide guidance and solutions to impacted teams where possible without engineering intervention • Document resolution steps and learnings in the internal knowledge base • Create detailed bug reports for the development team • Track bug status and progress with the development team • Report bug lifecycle metrics to product management and development teams • Collaborate with development teams to clarify bug reports and understand fixes • Maintain deep knowledge of the Healthfirst application and its updates • Provide product-team feedback on user-experience pain points, FAQs, and underutilized features • Generate support-trend reports to guide strategic decisions and improve customer satisfaction

🎯 Requirements

• 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 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 of Amazon Web Services (EC2, S3, Lambda) • Ability to learn new technologies and learn quickly • Ability to lead a team independently and mentor team members • Experience in supporting Health Insurance products is highly desirable • Excellent oral and written communication skills • Ability to thrive in a multi-tasking environment and operate successfully under planned deadlines • Eagerness to learn, adapt and perfect your work • Health insurance domain experience • Experience working in Agile environment

🏖️ Benefits

• Medical, dental, and vision coverage • Incentive and recognition programs • Life insurance • 401k contributions • Competitive compensation and benefits package