Production Support Lead: SQL, RCA & Incident Expert

Healthfirst; New York (NY); Hybrid; USD 83,000 - 136,000; Full time

Job summary

Healthfirst seeks a Software Production Support Lead to ensure stability, availability, and performance of our applications. You will collaborate with cross-functional teams to investigate complex technical issues, support users, and contribute to process improvements.

You will review escalated tickets, prioritize by urgency, use SQL to gather data for troubleshooting, and ensure timely resolution while tracking SLAs.

Qualifications

• Bachelor’s degree or equivalent with 5–7 years in production support.
• 5+ years of hands-on SQL experience.
• 2+ years CI/CD with Jenkins, Maven, Git.
• Familiarity with middleware and AWS.
• Strong communication and leadership skills.

Responsibilities

• Review escalated tickets from program teams and ensure timely resolution.
• Prioritize tickets by urgency and impact, categorizing for investigation, guidance, or escalation.
• Use SQL to query databases and understand data-related issues for troubleshooting.
• Ensure incident tickets are resolved promptly and tracked against SLAs.
• Log bugs, document RCA, and coordinate with development to address root causes.
• Maintain internal knowledge base with resolutions and learnings.
• Generate and report bug lifecycle metrics to inform product decisions.

Skills

SQL

CI/CD

Leadership

Communication

Troubleshooting

Data analysis

Education

Bachelor's degree in Computer Science / Computer Engineering / Information Systems

High School Diploma with relevant work experience

Tools

Jenkins

Maven

Git

Workato/MuleSoft

ServiceNow

Splunk

Tableau

AWS (EC2, S3, Lambda)

Job description

Healthfirst seeks a Software Production Support Lead to ensure stability, availability, and performance of our applications. You will collaborate with cross-functional teams to investigate complex technical issues, support users, and contribute to process improvements.

You will review escalated tickets, prioritize by urgency, use SQL to gather data for troubleshooting, and ensure timely resolution while tracking SLAs.