Production Support Sr Advisor

As the Senior Technical Support Team Lead, your primary responsibilities will revolve around incident management, problem resolution, system monitoring, and support of production and IT operations while adhering to specified Service Level Agreements (SLAs). You will collaborate closely with various teams, including engineering, delivery, and vendors, to promptly identify and troubleshoot incidents, as well as proactively implement solutions to enhance system performance and reliability. As the Team Lead, you will be responsible for maintaining the uptime and stability of our digital applications while ensuring efficient operations and reduction of operating expenses. The primary focus of this role is to provide expert technical support, drive resiliency improvements, and foster a collaborative and high-performing team environment.

Key Responsibilities:

• Effectively work across teams to proactively identify and troubleshoot incidents within the stack, including both consumer and non-consumer facing applications.

• Participate actively in critical incident and problem management processes, engaging appropriate colleagues, delivery teams, and vendors to restore service and conduct root cause analysis.

• Collaborate with engineering teams on monitoring and performance management tools initiatives to continuously improve system reliability and performance.

• Utilize monitoring and observability systems such as Dynatrace, Splunk, etc., to monitor application health and promptly address any anomalies.

• Familiarity with Enterprise Scheduling Tools like CA ESP, IWS, to manage job scheduling and automation efficiently.

• System administration skills for Unix, Linux, and Windows operating systems, ensuring smooth application operation and timely maintenance.

• Responsible for maintaining and updating Standard Operating Procedures (SOPs) for new applications or enhancements to existing ones.

• Closely monitor application dashboards in Dynatrace and Splunk and have the ability to set up new dashboards or modify existing ones as required.

• Experience with a 24/7 support model and willing to participate in on-call rotations to ensure continuous system availability.

• Actively participate in scheduled and hot fix deployments, ensuring smooth and error-free releases.

Desired Skills:

• 3-7+ years of experience in Healthcare

• Experience with SOX/CIP Compliance Administration

• Familiarity with Venafi Workflow

• Certification Management expertise (Administrator, Workflow, API)

• Understanding of ESP/IWS, legacy, and cloud technologies

• Content Navigator administration, configuration, and support knowledge

• Proficiency in C#, HTML, JAVA, Oracle, SQL

• Familiarity with AWS, Kafka, ETL, and tools such as SSIS and Informatica

• Alert/Monitoring configuration and proactive setup using tools like Splunk, Dynatrace, and TeaLeaf

• Familiarity with EXL LifePRO a plus

• Familiarity with Hyland OnBase a plus

• Knowledge of XML

• Service Now proficiency

• Udeploy/TFS expertise

• Connect Direct (IBM Sterling Software) familiarity

• Experience with SoapUI/Postman or equivalent tools

• Knowledge of Mongo dB

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 119,800 - 199,600 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit