Ensures the availability, stability, and optimal performance of production systems and applications through effective incident management and problem resolution.
Requirements
- 2+ years of experience with NextGen application suite
- 3+ years of experience in an on call support 24x7 environment
- 3+ years of experience in incident, problem and change management
- Knowledge of Market Prominence, Health Rules Payor, TIDAL and Health Edge Data Warehouse
- Experience participating in infrastructure maintenance and application releases
Responsibilities
- Ensures the availability, stability, and optimal performance of production systems and applications through effective incident management and problem resolution.
- Confers with cross-functional teams to prioritize and address production issues while minimizing downtime and disruptions to business operations.
- Helps establish and implement standard operating procedures and best practices for production support activities that facilitate efficient and effective incident resolution.
- Assists in the management of system logs and performance metrics, proactively identifying and addressing potential issues and bottlenecks to help maintain system health and performance.
- Assesses root cause analyses of major incidents and implements preventive measures to mitigate future occurrences.
- Communicates with development and operations teams to understand upcoming changes, deployments, and upgrades to production systems and ensure that support teams are prepared for any potential impact on production environments.
- Ensures that support procedures, incident resolutions, and system configurations are well-documented and accessible to team members to help maintain consistency and allow for faster issue resolution.
Other
- Drives a culture of collaboration, knowledge sharing, and continuous learning within the production support area to enhance the skills and capabilities of team members.
- Prioritizes support tasks based on criticality and business impact, ensuring that complex issues are appropriately addressed and resolved within established timelines.
- Bachelor's degree preferred/specialized training/relevant professional qualification.
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