Production Support Analyst

Themesoft Inc.; Connecticut; On-site; USD 80,000 - 100,000; Full time

Job summary

A leading technology solutions provider is seeking a skilled production support engineer with extensive experience in incident management. The role is based in Hartford County, Connecticut, and involves ensuring timely responses to incidents, maintaining critical applications, and driving systemic improvements. Ideal candidates should possess strong Quickbase knowledge, attention to detail, and the ability to engage with cross-functional teams effectively, ensuring all documentation is thorough and up-to-date.

Qualifications

• 6+ years of experience in production support and incident management, particularly in healthcare.
• Strong skills in root cause analysis and documentation.
• Knowledge of production support in high volume contact centers.

Responsibilities

• Provide timely production support aligned to SLA expectations.
• Conduct and document root cause analyses for incidents.
• Maintain Quickbase applications and enhancements.

Skills

Production support and Incident management

Attention to detail

Escalation communication

Quickbase application knowledge

Troubleshooting skills

Cross-functional teamwork

Stakeholder management

ITSM tools familiarity

Tools

Quickbase

ServiceNow

Jira

Job description

Location: Hartford County, Connecticut (Onsite)

Required Skills

• 6+ years of experience as a Production support and Incident management with 2+ years of exp in HealthCare domain
• Demonstrates strong attention to detail in incident handling, documentation, root cause analysis (RCA), and follow up tasks.
• Skilled in escalation communication and post incident reporting.
• Advanced knowledge in Quickbase application configuration, administration, workflows, automations, integrations, dashboards, and data structure.
• Ability to troubleshoot performance issues, workflow failures, and integration problems.
• Experience implementing enhancements, optimizing Quickbase apps, and maintaining governance standards.
• Understands how individual applications tie into the overall contact center ecosystem (IVR, CRM, telephony, middleware, reporting tools).
• Strong troubleshooting and diagnostic abilities to identify patterns across outages.
• Ability to work with cross functional teams to propose and implement resiliency and stability improvements.
• Maintains clear documentation, action logs, and updates throughout an incident lifecycle.
• Consistently drives items to closure, ensuring accountability across stakeholders.
• Responds rapidly to shifting priorities, escalating issues as required.
• Experience supporting mission critical applications in a high volume contact center environment.
• Ability to handle L2/L3 ticket triage, root cause analysis, and resolution.
• Familiarity with standard ITSM tools (ServiceNow, Remedy, Jira, etc.).
• Ensures documentation is updated promptly after changes or incidents.
• Works efficiently with infrastructure, networking, telephony, and application teams.
• Strong stakeholder management and follow through.

Responsibilities

• Provide timely production support aligned to SLA expectations, professional communication with business stakeholders, IT teams, and leadership.
• Conduct and document root cause analyses for recurring or critical incidents.
• Identify and recommend resiliency improvements within the ecosystem.
• Maintain Quickbase applications, enhancements, and operational updates.
• Drive incident trend reviews and monthly service reports.
• Maintain all documentation, runbooks, and operational workflows
• Highly organized with the ability to track and follow up on multiple open items across teams.
• Ensures accuracy in data, logs, analysis, and workflow interpretation.
• Capable of translating complex technical issues into understandable summaries.
• Able to zoom out for strategic context and zoom in for precise root cause analysis.
• Skilled in correlating incidents, logs, metrics, and user impacts to pinpoint systemic issues.

Regards

Talent Acquisition Group – Strategic Recruitment Manager