Production Support Analyst

Covetus; United States; On-site; USD 120,000 - 150,000; Full time

Job summary

Covetus is seeking an experienced Production Support Lead to deliver L3 support for critical Healthcare Payer apps. You will leverage GuidingCare and Facets in production, troubleshoot across .NET, SQL Server, and integrations, and drive performance and stability.

The role requires strong RCA, incident management, and collaboration with Development, Infra, QA, and Business teams to meet SLA commitments and support releases with high reliability.

Qualifications

• 10+ years of overall IT experience with 3–5+ years in Healthcare Payer.
• Hands-on production support experience with GuidingCare in a production environment.
• Strong .NET (C#, ASP.NET) and SQL Server skills.
• Experience with REST APIs, SOAP Web Services, and system integrations.
• Experience in incident, problem, change management and RCA.
• Care about SLA compliance and production releases.
• Ability to collaborate with Development, Infrastructure, QA, and Business teams.

Responsibilities

• Provide L3 production support for mission-critical Healthcare Payer applications.
• Hands-on support for GuidingCare and Facets environments.
• Troubleshoot complex application, database, API, and integration issues.
• Perform RCA and implement corrective and preventive measures.
• Support production releases, deployments, and post-release validation.
• Collaborate with Development, Infra, QA, and Business teams during incidents.
• Monitor health and proactively identify production issues.
• Create and maintain technical documentation, SOPs, and runbooks.
• Ensure production support processes comply with HIPAA and healthcare security.

Skills

10+ years IT experience

Healthcare Payer domain

GuidingCare production support

GuidingCare production environment

.NET (C#, ASP.NET)

SQL Server

REST APIs

SOAP Web Services

Incident/Problem/Change Mgmt

Major Incident P1/P2

Medicare/Medicaid/HIPAA

ServiceNow / Splunk / Dynatrace

Collaboration with cross-functional

Tools

GuidingCare

Facets

REST APIs

SOAP Web Services

SQL Server

ServiceNow

Splunk

Dynatrace

Azure Monitor

Application Insights

Job description

Open for - H4EAD, J2EAD, L2S, GC, GCEAD and USC

Job Summary

We are seeking an experienced Production Support Lead with strong Healthcare Payer domain expertise to provide L3 production support for mission-critical healthcare applications. The ideal candidate will have extensive hands‑on experience with GuidingCare and Facets, along with strong expertise in .NET, SQL Server, APIs, system integrations, production troubleshooting, and support automation.

The candidate will be responsible for resolving complex production issues, conducting root cause analysis, supporting releases and deployments, and collaborating closely with Development, Infrastructure, and Business teams to ensure application stability and SLA compliance.

Key Responsibilities

• Provide L3 production support for mission-critical Healthcare Payer applications.
• Provide hands‑on production support for GuidingCare and Facets environments.
• Troubleshoot and resolve complex application, database, API, integration, and performance issues while meeting defined SLA commitments.
• Perform detailed Root Cause Analysis (RCA) and implement corrective and preventive measures.
• Troubleshoot application code, SQL queries, APIs, web services, and system integrations.
• Develop automation scripts using Python, PowerShell, or Shell to reduce manual operational activities.
• Collaborate with Development, Infrastructure, QA, and Business teams during production incidents and major incidents.
• Monitor application health and proactively identify potential production issues.
• Support production releases, deployments, post-release validation, and application performance troubleshooting.
• Participate in P1/P2 major incident management and provide timely technical updates to stakeholders.
• Create and maintain technical documentation, SOPs, runbooks, and knowledge articles.
• Ensure production support processes comply with HIPAA and healthcare security requirements.

Must-Have Skills & Qualifications

• 10+ years of overall IT experience, with 3–5+ years of Healthcare Payer domain experience.
• Hands‑on production support experience with GuidingCare is mandatory.
• Strong hands‑on experience supporting GuidingCare in a production environment, including troubleshooting, incident resolution, integrations, and application support.
• Strong functional and production support experience with Facets.
• Extensive L3 Production Support experience supporting mission-critical healthcare applications.
• Strong experience with .NET technologies, including C# and ASP.NET, with the ability to perform code-level application troubleshooting.
• Advanced SQL Server experience, including complex SQL queries, stored procedures, query optimization, database troubleshooting, and performance analysis.
• Hands‑on experience with REST APIs, SOAP Web Services, and enterprise system integrations.
• Strong knowledge of Incident Management, Problem Management, Change Management, RCA, and Major Incident/P1/P2 Support.
• Hands‑on experience supporting Healthcare Payer business functions including:
• Claims Processing
• Care Management
• Provider Management
• Benefits Administration
• Strong understanding of Medicare, Medicaid, HIPAA, and Healthcare EDI transactions, including 837, 835, 834, and 270/271.
• Experience with production monitoring and observability tools such as ServiceNow, Splunk, Dynatrace, Azure Monitor, and Application Insights.
• Experience supporting production releases, deployments, application monitoring, and performance troubleshooting.
• Strong analytical, troubleshooting, and problem‑solving skills.
• Excellent communication skills with the ability to collaborate effectively with Development, Infrastructure, Business, and other cross‑functional teams.

Preferred Experience

• Extensive experience supporting GuidingCare production environments in a Healthcare Payer organization.
• Experience troubleshooting integrations between GuidingCare, Facets, APIs, databases, and external healthcare systems.
• Experience working in highly regulated healthcare environments with strict SLA, security, and compliance requirements.

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