Associate III - Production Support

3 - 5 Years
1 Opening
Chennai, Kochi, Trivandrum

Role Proficiency:

Independently support customer applications by monitoring and resolving the system issues. Guides other associates and assists Lead 1 – Production Support

Outcomes:

Measures of Outcomes:

Outputs Expected:

Issue Resolution:

Training:

Escalation:

Document:

Automation:

Mentoring:

Status Reporting:

Manage knowledge:

Release:

Skill Examples:

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.

Healthcare,Java,Production Support,Jira