Production Support Lead — App Reliability & Incident Response

Healthfirst; Tennessee; On-site; USD 83,000 - 123,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401k contributions

Incentive programs

Job summary

Healthfirst is seeking a Software Production Support Lead to ensure stability, availability, and performance of Healthfirst applications. You will investigate complex issues, support users, and collaborate with cross-functional teams to improve processes.

Responsibilities include reviewing escalated tickets, prioritizing, using SQL for data insights, documenting resolutions, tracking metrics, RCA, logging bugs, and mentoring teammates. Knowledge of AWS and CI/CD is required.

Qualifications

• Bachelor's degree in CS/CE/IS or equivalent work experience.
• 5–7 years in production support and 5+ years SQL experience.
• 2+ years CI/CD with Jenkins, Maven, Git or equivalent.
• Familiarity with Workato/MuleSoft, ServiceNow, Splunk, Tableau, and AWS.
• Excellent communication and ability to lead a team.

Responsibilities

• Review and prioritize escalated tickets from multiple teams.
• Query databases with SQL to aid troubleshooting and RCA.
• Ensure timely resolution of incidents and track SLAs.
• Log bugs, coordinate with development, and document fixes.
• Create knowledge base articles and generate support trend reports.

Skills

Communication skills

Team leadership

Mentoring

Multitasking

Fast learner

Analytical thinking

Education

Bachelor's degree in CS / CE / IS

High School Diploma with experience

Tools

Jenkins

Maven

Git

Workato

MuleSoft

ServiceNow

Splunk

Tableau

AWS (EC2 S3 Lambda)

SQL

Job description

Healthfirst is seeking a Software Production Support Lead to ensure stability, availability, and performance of Healthfirst applications. You will investigate complex issues, support users, and collaborate with cross-functional teams to improve processes.

Responsibilities include reviewing escalated tickets, prioritizing, using SQL for data insights, documenting resolutions, tracking metrics, RCA, logging bugs, and mentoring teammates. Knowledge of AWS and CI/CD is required.