Software Production Support Lead — Drive Stability & RCA

healthfirst; United States; On-site; USD 110,000 - 150,000; Full time

Job summary

Healthfirst is seeking a Software Production Support Lead to ensure the stability, availability, and performance of our products. You will collaborate with cross-functional teams to investigate complex issues, support users, and drive continuous process improvements.

Responsibilities include reviewing escalated tickets, prioritizing based on urgency, performing SQL queries for troubleshooting, and tracking SLA-driven metrics.

Qualifications

• Bachelor's degree in computer science, computer engineering, information systems, or equivalent experience.
• 5–7 years in production support.
• 5+ years SQL experience in a professional setting.
• 2+ years CI/CD using Jenkins, Maven, Git or similar tools.
• Familiar with middleware and cloud services including Workato/MuleSoft, ServiceNow, Splunk, Tableau, AWS.

Responsibilities

• Review and analyze escalated tickets from program teams for timely resolution.
• Prioritize tickets by urgency and impact; categorize for investigation or escalation.
• Query databases with SQL to gather data for troubleshooting.
• Ensure incident tickets are resolved timely and tracked via SLAs.
• Log bugs/enhancements and coordinate RCA with development teams.
• Document resolution steps and contribute to internal knowledge base.

Skills

SQL

CI/CD

Leadership

Communication

AWS

Education

Bachelor's degree in CS/CE/IS

Tools

Workato

MuleSoft

ServiceNow

Splunk

Tableau

Job description

Healthfirst is seeking a Software Production Support Lead to ensure the stability, availability, and performance of our products. You will collaborate with cross-functional teams to investigate complex issues, support users, and drive continuous process improvements.

Responsibilities include reviewing escalated tickets, prioritizing based on urgency, performing SQL queries for troubleshooting, and tracking SLA-driven metrics.