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Lead I - Production Support

Lead I - Production Support

UST

6 years

0 Lacs

chennai tamil nadu india

Posted:1 week ago| Platform:

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Skills Required

support management prioritization analysis service coordination monitoring tuning backup reports reporting engineering metrics compliance training maintenance troubleshooting escalation technology communication presentation software transitions development agile jira triage drive payments data sql integration healthcare network middleware code writing mysql linux model etl java stack rest api ui aws excel powerpoint saas

Work Mode

On-site

Job Type

Full Time

Job Description

Role Description

Role Proficiency:Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines

Outcomes

Lead and prioritise the Application Support team’s work load
Co-ordinate and promote effective functioning of problem management activities across all support teams
Responsible for prioritization of incidents ensuring the incidents are completed in a timely and high-quality manner
Perform Root Cause Analysis of all reported issues and apply permanent fixes to prevent re-occurrence
Create and maintain knowledge base of known support issues and resolutions
Create and maintain application support service catalogue in coordination with other internal application teams
Create application monitoring mechanisms and performance tuning processes
Provide input for implementation backup and roll-back plans
Create daily and weekly status reports; publish to stake holders
Should be able to handle critical customer escalations
Lead technical teams in working towards resolving major incidents
Understands departmental and company policies procedures and business practices
Ensure new team members are brought up to speed and mentor reporting team members to become more effective in their roles

Measures Of Outcomes

Adherence to engineering process and standards
Ensure that tickets/incidents are fixed by all the resources in team within allotted time frame
Timely publication of reports and metrics to stakeholders
Handling of critical escalations
Adhere to SLAs where applicable
# of tickets or incidents fixed
# of non-compliance issues
Productivity standard of the project
# of reusable components or documents created
Participation in Knowledge Transfer to ensure better grasp of product
Completion of all mandatory training requirements

Rca

Outputs Expected:

Ensure Root Cause Analysis is performed for all issues as defined by the project

Issue Resolution

Provide technical solution for resolving high priority and severity incidents

Maintenance

Responsible for application upgrades and troubleshooting post upgrades in general maintenance of the entire system

Best Practices

Create Incident Management best practices and ensure team adherence

Innovative Value-adds

Responsible for identifying and developing innovative value adds that benefit the project/customer/organization

Escalations

Ensure the escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of contact.

Skill Examples

Extensive knowledge/Experience in managing and triaging Production Support incidents and issues
Experience working with distributed teams in different time-zones
Strong commitment to quality and engineering excellence
Ability to take on new challenges and explore new technology/tools
Strong communication skills
Able to work in a high paced dynamic and culturally diverse environment
High level of commitment initiative enthusiasm and vision
Excellent presentation and interpersonal skills
Prioritize workload providing timely and accurate resolutions

Knowledge Examples

Appropriate software programs / modules

Able to give Knowledge transitions to the team as when required
Experience in supporting enterprise customers
Provide estimates for candidate Enhancement and Defect work to be included in release
Operating Systems and software platforms
Integrated development environment (IDE)
Agile methods
Knowledge base of customer domain and sub domain where problem is solved

Additional Comments

Production Support Lead
Ensure service SLA’s by providing timely technical resolution to day-to-day issues.
Manage ticket dependencies, update JIRA tickets per process and needs, keep status and tasks updated, Triage and assign owners
Drive day to day production support for a mid-size HealthPlan including support of core administrative systems (enrollments, claims, adjudication and payments), surrounding applications/products and downstream and upstream vendors
Troubleshooting data issues and extracting data using SQL and web service calls
Monitoring and troubleshooting data integration platforms like Attunity, Qlik
Monitoring and troubleshooting batch jobs, interfaces, log files
Monitoring and troubleshooting ODS
Monitoring and troubleshooting EDI processors like EDIFECS
Monitoring and troubleshooting Healthcare EDI jobs
Strong communication skills including the ability to convey technical information effectively
Log tickets and manage vendor and partner communication
Work with the client to provide update on day-to-day issues and root cause analysis
Monitoring and troubleshooting production application environments
Drive issue resolution activities with network, middleware, hardware, OS, DB, internal and external application groups
Coordinate system maintenance and upgrade events
Coordinating with offshore teams and driving issue resolution
Comply with the organization’s Code of Conduct; all regulatory and contractual requirements; organizational policies; procedures; and internal controls.
Respond to after hours / weekend calls and issues as required
6+ years’ experience working in a mid to large size production support environment
Experience in handling Sev1/Sev2 incident response
Prefer experience working in healthcare health plan operations relating to Enrollments, claims and payments
Experience writing complex SQL queries using Oracle/ MS SQL/MySQL/Postgress
Prior experience with data integration platforms highly desirable like Attunity, Qlik
Experience with linux scripting
Experience working with ODS data model and ETL processing
Exposure to and understand concepts around integrating systems built using Java technology stack and SOAP/REST API protocols. Comfortable working with Soap UI / Postman
Healthcare EDI experience
Experience coordinating with vendors for 3r party related technical issues
Experience with Cloud AWS/GCP
Strong Excel, PowerPoint and presentation skills
Bachelor’s degree or higher in business or technical field or commensurate experience in the field
Work experience in production support
Experience working in an onshore/offshore model
Experience working with SaaS providers and HealthEdge applications

Skills

Healthcare,Java,Production Support,Jira

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