Role Description
Role Proficiency:Independently support customer applications by monitoring and resolving the system issues. Guides other associates and assists Lead 1 – Production Support
Outcomes
- Understand the application/feature/component and issues related to the same from Business users to resolve issues and create required SOPs/Runbooks
- Monitor triage and resolve higher severity issues pertaining to systems/applications/infrastructure tools for end users via phone chats and/or via email
- Identify the problem patterns and suggest better resolution techniques
- Optimise efficiency cost and quality by identifying opportunities for automation/process improvements
- Proactively identify issues/defects/flaws in application; take necessary measures to address
- Assist Lead 1 – Production Support on troubleshooting and Issue resolution; begin demonstrating Lead 1 capabilities in making critical decisions
- Mentor Trainee Associate and Associate I II- Production Support to become more effective in their roles
- Act as the technical SME for troubleshooting/resolving any reported production incident/ticket/issue
- Learn business domain technology and system domain individually and as recommended by the project/account
Measures Of Outcomes
- Adherence to engineering process and standards
- Adherence to schedule / timelines
- Adhere to SLAs where applicable
- # of issues resolved
- # of non-compliance issues with respect to SOP
- Reduction of reoccurrence of known defects
- Quick turnaround of production bugs
- Defined productivity standards for the team
- # of new runbooks created
- # of production jobs automated
- # of new monitoring dashboards introduced
- Completion of applicable technical/domain certifications
- Completion of all mandatory training requirements
Outputs Expected
Issue Resolution:
- Analyse and resolves the incidents/tickets within the optimal MTTR (Mean Time To Resolve)
Training
- Attends one on one need-based domain/project/technical trainings as needed
- Provides need-based training to juniors on the team
Escalation
- Escalate problems to appropriate individuals/support team based on established guidelines and procedures.
- Where applicable monitor progress of requests for support and ensure users and other interested parties are kept informed.
Document
- Create documentation for one's own work
Automation
- Identify opportunities for automation/process improvements that help in optimising cost and improving quality
Mentoring
- Mentor juniors on the team
- Set FAST goals and provide feedback of FAST goals to mentees
Status Reporting
- Report status of tasks assigned
- Comply with project related reporting standards/process
Manage Knowledge
- Absorb and contribute to project related documents share point libraries client universities
Release
- Adhere to release management process
Skill Examples
- Identify triage and resolve issues reported by customer
- Log Monitor and report issues as defined by SLAs
- Develop runbooks SOPs and dashboards
- Problem solving approach
- Manage and guarantee high levels of quality
- Team Player
- Good written and verbal communication abilities
- Proactively ask for help and offer help
Knowledge Examples
- Appropriate software programs/modules/ tools
- Operating Systems and software platforms
- Integrated development environment (IDE)
- DBMS
- Programming Languages
- Software life cycle methodology E.g. Agile methods
- Knowledge base of customer domain and about sub domain where problem is solved
- Proactively ensure the highest levels of systems availability
- Agile methods
Additional Comments
Job Summary: We are seeking a proactive and detail-oriented Application Support Engineer to manage production support activities across healthcare systems and workflows. This role involves monitoring applications, managing incidents, supporting data operations, and ensuring compliance with operational standards and healthcare regulations. The engineer will work closely with cross-functional teams to ensure operational readiness and service excellence. Key Responsibilities:
- Monitor production systems, batch jobs, and file transfers to ensure optimal performance and availability.
- Perform routine health checks, validate ticket completeness, and manage the full ticket lifecycle.
- Perform initial triage of system s and production incidents; escalate issues as needed.
- Coordinate incident response efforts and ensure timely communication with stakeholders during high-priority events.
- Track and support resolution of data exchange and integration issues, especially related to healthcare data formats (e.g., X12 834, 837, 835).
- Assist in the coordination of change requests, implementation activities, and go-live support.
- Maintain logs, operational reports, and documentation for incidents, changes, and standard procedures.
- Ensure SLA adherence and generate SLA performance reports.
- Support compliance with HIPAA and organizational data security policies.
- Collaborate with development, QA, DevOps, and client support teams to ensure seamless production deployments and issue resolution.
- Participate in shift rotations or on-call support schedules as required Skills Required:
- 3–6 years of relevant experience in application support or production support roles.
- Java production support experience in enterprise environments.
- Proficiency in AWS for cloud-based monitoring and support.
- Strong knowledge of SQL for data validation and issue analysis.
- Hands-on experience with JIRA for ticket management and workflow tracking.
- Proficiency in Confluence for documentation and knowledge sharing.
- Solid understanding of incident management, SLA tracking, and ticketing systems. Good to Have:
- Exposure to healthcare data formats such as EDI X12 (834, 837, 835).
- Experience with healthcare platforms (e.g., HealthEdge, Facets, QNXT).
- Familiarity with production monitoring tools and automation frameworks.
- Basic scripting or SQL knowledge for log review or data validation.
- Awareness of ITIL practices or experience in a support center environment.
- Experience in Agile/DevOps environments. ______________________________________________________________________ U.S Healthcare Experience:
- Prior experience working in U.S. healthcare insurance or managed care environments.
- Understanding of healthcare workflows including claims processing, member enrollment, and provider interactions.
- Familiarity with HIPAA compliance and healthcare data security standards. ______________________________________________________________________ Educational Qualification Bachelor of Technology in Computer Science, Information Technology or a related field.
Skills
Healthcare,Java,Production Support,Jira
