Remote Senior Production Analyst, Scheduling & Incidents

Matrix Medical Network; United States; Remote; USD 101,000 - 151,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K with company matching

Paid time off & holidays

Short/Long term disability

Job summary

Matrix Medical Network seeks a Senior Production Support Analyst to own scheduling platform triage and incident response for in-home and telehealth assessments. You will coordinate with engineering, data teams, and health-plan partners to resolve issues and improve reliability.

Responsibilities include incident leadership, monitoring, and root-cause analysis, plus mentoring staff and ensuring PHI handling and HIPAA compliance. This role is fully remote for candidates based in the United States.

Qualifications

• 8+ years of technical support experience in a corporate environment.
• 3+ years writing SQL queries to diagnose and resolve data issues.
• Proven ability to lead high-severity incidents and post-incident reviews.
• Ability to communicate incident status and business impact to senior leadership.
• Experience with ITIL incident, problem, and change management practices.

Responsibilities

• Lead Tier 2 and Tier 3 incident intake, triage, and diagnosis.
• Monitor platform availability, SMS delivery, the member portal, and integrations.
• Diagnose API and system integration failures across multiple partners.
• Resolve complex scheduling data errors using SQL and approved tooling.
• Own root cause analysis and track repeat incidents to closure.
• Quantify conversion impact and provide data to product owners.
• Mentor and train support staff on triage and runbooks.
• Follow HIPAA requirements and corporate security policies.

Skills

Technical support

SQL

Incident management

Root cause analysis

Agile/Scrum

Healthcare IT

Communication to leadership

PHI/HIPAA awareness

Education

Bachelor’s degree preferred in IT/CS/Health Informatics

Tools

Jira

Azure DevOps

Python

PowerShell

Job description

Matrix Medical Network seeks a Senior Production Support Analyst to own scheduling platform triage and incident response for in-home and telehealth assessments. You will coordinate with engineering, data teams, and health-plan partners to resolve issues and improve reliability.

Responsibilities include incident leadership, monitoring, and root-cause analysis, plus mentoring staff and ensuring PHI handling and HIPAA compliance. This role is fully remote for candidates based in the United States.