Note: The job is a remote job and is open to candidates in USA. Covetus is seeking an experienced Production Support Lead with strong Healthcare Payer domain expertise. The role provides L3 production support for mission-critical healthcare applications, including GuidingCare and Facets, while handling complex troubleshooting, root cause analysis, releases, deployments, incident management, and support automation. The position also collaborates with cross-functional teams to maintain application stability, SLA compliance, and healthcare security requirements.
Responsibilities
- Provide L3 production support for mission-critical Healthcare Payer applications
- Provide hands-on production support for GuidingCare and Facets environments
- Troubleshoot and resolve complex application, database, API, integration, and performance issues while meeting defined SLA commitments
- Perform detailed Root Cause Analysis (RCA) and implement corrective and preventive measures
- Troubleshoot application code, SQL queries, APIs, web services, and system integrations
- Develop automation scripts using Python, PowerShell, or Shell to reduce manual operational activities
- Collaborate with Development, Infrastructure, QA, and Business teams during production incidents and major incidents
- Monitor application health and proactively identify potential production issues
- Support production releases, deployments, post-release validation, and application performance troubleshooting
- Participate in P1/P2 major incident management and provide timely technical updates to stakeholders
- Create and maintain technical documentation, SOPs, runbooks, and knowledge articles
- Ensure production support processes comply with HIPAA and healthcare security requirements
Skills
- 10+ years of overall IT experience
- 3–5+ years of Healthcare Payer domain experience
- Hands-on production support experience with GuidingCare is mandatory
- Strong hands-on experience supporting GuidingCare in a production environment, including troubleshooting, incident resolution, integrations, and application support
- Strong functional and production support experience with Facets
- Extensive L3 Production Support experience supporting mission-critical healthcare applications
- Strong experience with .NET technologies, including C# and ASP.NET, with the ability to perform code-level application troubleshooting
- Advanced SQL Server experience, including complex SQL queries, stored procedures, query optimization, database troubleshooting, and performance analysis
- Hands-on experience with REST APIs, SOAP Web Services, and enterprise system integrations
- Experience developing production support automation using Python, PowerShell, or Shell scripting
- Strong knowledge of Incident Management, Problem Management, Change Management, RCA, and Major Incident/P1/P2 Support
- Hands-on experience supporting Healthcare Payer business functions including Claims Processing, Care Management, Utilization Management, Provider Management, Member Enrollment, Benefits Administration
- Strong understanding of Medicare, Medicaid, HIPAA, and Healthcare EDI transactions, including 837, 835, 834, and 270/271
- Experience with production monitoring and observability tools such as ServiceNow, Splunk, Dynatrace, Azure Monitor, and Application Insights
- Experience supporting production releases, deployments, application monitoring, and performance troubleshooting
- Strong analytical, troubleshooting, and problem-solving skills
- Excellent communication skills with the ability to collaborate effectively with Development, Infrastructure, Business, and other cross-functional teams
- Extensive experience supporting GuidingCare production environments in a Healthcare Payer organization
- Experience troubleshooting integrations between GuidingCare, Facets, APIs, databases, and external healthcare systems
- Experience working in highly regulated healthcare environments with strict SLA, security, and compliance requirements
Benefits
- 100% Remote
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