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The Production Support Specialist is part of a focused team that provides expert-level support, leads escalated issue resolution, and focuses on continuous improvement initiatives. The team focuses on troubleshooting, problem resolution, and improving IT support processes.

The Production Support Specialist is responsible for ensuring the smooth and continuous operation of business-critical applications in the cloud-based production environment of a major dental & vision insurance provider. The ideal candidate will have some insurance or claims management experience and provide advanced troubleshooting, incident resolution, and proactive monitoring while working closely with development, infrastructure, and business teams. They act as a bridge between development teams, operations and end-users to minimize downtime and optimize system performance.

Competencies:

Functional:   

• Provide Level 2/3 support for production applications, resolving incidents, and ensuring timely escalation when necessary.
• Monitor system performance and application alerts to detect and resolve issues proactively.
• Troubleshoot and analyze application-related issues including errors, performance bottlenecks, and integration failures.
• Participate in deployment and post-release support for new application features and updates.
• Perform routine operational checks, data validation, and log reviews.
• Collaborate with development and QA teams to replicate, diagnose, and resolve application bugs.
• Maintain and update application documentation, runbooks, and standard operating procedures.
• Support incident, problem, and change management processes.
• Ensure compliance with SLA/OLA and reporting of production incidents and root cause analysis.
• Participate in an on-call rotation to provide 24/7 production support coverage.
• Maintaining and updating documentation related to production systems and troubleshooting.

Core:

• Strong troubleshooting skills with the ability to read and interpret application logs.
• Proficiency in SQL for data investigation and validation.
• Familiarity with web application architecture and APIs (REST, SOAP).
• Experience with monitoring and alerting tools and utilities.
• Strong incident management, problem solving and continuous improvement.
• Understanding of job scheduling and batch processing.
• Experience with ticketing systems (e.g., Ivanti, ServiceNow) and ITSM frameworks.
• In-depth understanding of IT security best practices and compliance requirements.
• A strong understanding of relevant technologies, including MS Windows OS, SQL Server, Networks and application support.
• Knowledge of Claims Processing/Insurance processes

Behavioral:

• Collegiality: building strong relationships on company-wide, approachable, and helpful, ability to mentor and support team growth. 
• Initiative: readiness to lead or take action to achieve goals.
• Communicative: ability to relay issues, concepts, and ideas to others easily orally and in writing.
• Member-focused: going above and beyond to make our members feel seen, valued, and appreciated.
• Detail-oriented and thorough: managing and completing details of assignments without too much oversight.
• Flexible and responsive: managing new demands, changes, and situations.
• Critical Thinking: effectively troubleshoot complex issues, problem solve and multi-task.
• Integrity & responsibility: acting with a clear sense of ownership for actions and decisions and to keep information confidential when required.
• Collaborative: ability to represent your own interests while being fair to those representing other or competing ideas in search of a workable solution for all parties.

Minimum Qualifications:

• Bachelor’s degree in information technology, Computer Science, or related field, or equivalent experience. High School degree or equivalent required.
• 5+ years of experience in IT support roles.
• 5+ years of SQL experience
• Familiar with Web Services (REST, SOAP) and APIs
• 5+ years of experience with Windows application support.
• Experience with ITSM frameworks and ticketing systems such as Ivanti, JIRA, and Service Now

Preferred Qualifications:

• Advanced certifications such as CompTIA Security+, ITIL