Sr Engineer - IT Operations-3

Zelis; India; Hybrid; INR 1,500,000 - 2,300,000; Full time

Job summary

Zelis India is hiring a SQL Production Support Engineer to ensure mission-critical healthcare and payments applications run with high availability. You will handle production support, SQL server operations, incident management, and system reliability as part of a global team.

The role requires strong SQL skills, experience with incident management tools, and a proactive approach to performance tuning and troubleshooting.

Qualifications

• 4+ years of experience in Production Support / IT Operations roles.
• Strong hands-on experience with Microsoft SQL Server (queries, joins, indexing, execution plans).
• Proficient in writing and optimizing complex SQL queries, stored procedures, and functions.
• Solid understanding of database performance tuning, locking, blocking, and deadlocks.
• Experience with incident management tools (ServiceNow or equivalent).
• Knowledge of monitoring tools and log analysis.
• Understanding of batch processing, data integrity, and transactional systems.
• Ability to work in shift-based and on-call environments.
• Strong analytical, troubleshooting, and communication skills.

Responsibilities

• Provide L2/L3 production support for business-critical applications and databases.
• Monitor, troubleshoot, and resolve production incidents related to SQL Server, application jobs, and data issues.
• Perform advanced SQL analysis, including query optimization, deadlock analysis, and performance tuning.
• Execute root cause analysis (RCA) for production issues and implement preventive measures.
• Support batch jobs, ETL processes, stored procedures, and scheduled SQL tasks.
• Work closely with application, DevOps, DB, and infrastructure teams during incidents and deployments.
• Manage on-call support, incident escalation, and communication with stakeholders.
• Ensure adherence to SLA, compliance, and operational best practices.
• Participate in release support, change management, and production deployments.
• Create and maintain runbooks, SOPs, and operational documentation.

Skills

SQL Server

Query Optimization

Incident Management

Data Integrity

Batch Processing

Monitoring Tools

Troubleshooting

On-Call Support

Communication

Tools

ServiceNow

Job description

Job Description:

About Us

Zelis is modernizing the healthcare financial experience in the United States (U.S.) across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture.

Why We Do What We Do

In the U.S., consumers, payers, and providers face significant challenges throughout the healthcare financial journey. Zelis helps streamline the process by offering solutions that improve transparency, efficiency, and communication among all parties involved. By addressing the obstacles that patients face in accessing care, navigating the intricacies of insurance claims, and the logistical challenges healthcare providers encounter with processing payments, Zelis aims to create a more seamless and effective healthcare financial system.

Zelis India plays a crucial role in this mission by supporting various initiatives that enhance the healthcare financial experience. The local team contributes to the development and implementation of innovative solutions, ensuring that technology and processes are optimized for efficiency and effectiveness. Beyond operational expertise, Zelis India cultivates a collaborative work culture, leadership development, and global exposure, creating a dynamic environment for professional growth. With hybrid work flexibility, comprehensive healthcare benefits, financial wellness programs, and cultural celebrations, we foster aholistic workplace experience. Additionally, the team plays a vital role in maintaining high standards of service delivery and contributes to Zelis’ award-winning culture.

Position Overview

Role Overview

Zelis is seeking a skilled SQL Production Support Engineer to support mission‑critical healthcare and payments applications. The role focuses on production support, SQL server operations, incident management, and system reliability, ensuring high availability and performance of enterprise platforms.

Key Responsibilities

• Provide L2/L3 production support for business‑critical applications and databases.
• Monitor, troubleshoot, and resolve production incidents related to SQL Server, application jobs, and data issues.
• Perform advanced SQL analysis, including query optimization, deadlock analysis, and performance tuning.
• Execute root cause analysis (RCA) for production issues and implement preventive measures.
• Support batch jobs, ETL processes, stored procedures, and scheduled SQL tasks.
• Work closely with application, DevOps, DB, and infrastructure teams during incidents and deployments.
• Manage on‑call support, incident escalation, and communication with stakeholders.
• Ensure adherence to SLA, compliance, and operational best practices.
• Participate in release support, change management, and production deployments.
• Create and maintain runbooks, SOPs, and operational documentation.

Required Skills & Qualifications

• 4+ years of experience in Production Support / IT Operations roles.
• Strong hands‑on experience with Microsoft SQL Server (queries, joins, indexing, execution plans).
• Proficient in writing and optimizing complex SQL queries, stored procedures, and functions.
• Solid understanding of database performance tuning, locking, blocking, and deadlocks.
• Experience with incident management tools (ServiceNow or equivalent).
• Knowledge of monitoring tools and log analysis.
• Understanding of batch processing, data integrity, and transactional systems.
• Ability to work in shift‑based and on‑call environments.
• Strong analytical, troubleshooting, and communication skills.

Good to Have

• Experience supporting payments, healthcare, or financial systems.
• Exposure to ETL tools, SSIS, or data pipelines.
• Basic understanding of .NET applications, APIs, and microservices.
• Familiarity with Azure SQL / cloud-based database environments.
• Knowledge of ITIL processes and change management practices.

Commitment to Diversity, Equity,Inclusion, and Belonging

At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability and require reasonable accommodation with any part of the application and/or interview process, please email [e-mail].