Production Support Lead: Reliability & Incident RCA Expert

Healthfirst; Town of Florida (NY); On-site; USD 83,000 - 136,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k with company match

Incentive programs

Life insurance

Job summary

Healthfirst in New York seeks a Software Production Support Lead to ensure stability, availability, and performance of our applications. You will investigate complex issues, guide teams, and document solutions to improve operations.

Responsibilities include incident management, root cause analysis, knowledge sharing, and reporting on support trends. Strong SQL, CI/CD experience and health-insurance domain familiarity are highly valued.

Qualifications

• Bachelor’s degree or equivalent experience in computer science or information systems.
• 5–7 years of production support experience.
• 5+ years SQL experience in a professional setting.
• 2+ years CI/CD with Jenkins, Maven, Git or similar tools.
• Familiarity with middleware and cloud services.

Responsibilities

• Review and analyze escalated tickets and ensure timely resolution.
• Prioritize tickets by urgency and impact, categorize for escalation or guidance.
• Query databases with SQL to gather data for troubleshooting.
• Log bugs and enhancements and coordinate with development and product teams.
• Document resolutions and maintain an internal knowledge base.
• Generate metrics on ticket SLAs and bug lifecycles.

Skills

SQL

Leadership

CI/CD

Communication

Agile

Education

Bachelor’s degree in Computer Science / related field

High School Diploma with relevant experience

Tools

Jenkins

Maven

Git

Workato

MuleSoft

ServiceNow

Splunk

Tableau

AWS

Job description

Healthfirst in New York seeks a Software Production Support Lead to ensure stability, availability, and performance of our applications. You will investigate complex issues, guide teams, and document solutions to improve operations.

Responsibilities include incident management, root cause analysis, knowledge sharing, and reporting on support trends. Strong SQL, CI/CD experience and health-insurance domain familiarity are highly valued.