Application / Production Support Engineer

Required Skills & Experience

• 4+ years of Application Support, Production Support, or Application Operations experience.
• Strong SQL/data troubleshooting skills.
• Experience supporting enterprise production applications.
• Experience troubleshooting scheduled/batch jobs, integrations, data processes, or file-processing workflows.
• Strong incident ownership, troubleshooting, and root cause analysis skills.
• Experience working within structured service-management/ticketing processes.

Nice to Have Skills & Experience

• Jiva/ZeOmega and healthcare payer experience preferred.
• Tidal, Facets, Tableau, PHI-sensitive environment, or production database experience is a plus.

Job Description

A healthcare payor client is seeking an Application / Production Support Engineer to provide hands-on operational and technical support for a mission-critical Jiva environment. This individual will help maintain platform stability through system health monitoring, incident resolution, batch/job monitoring, SQL/data troubleshooting, service requests, and production support documentation. This is not a help-desk role. We are looking for someone who can investigate a production issue across multiple technical layers and own it through resolution.

Key Responsibilities

• Perform daily application and production system health checks.
• Monitor Jiva workflows, scheduled jobs, batch processes, data loads, and integrations.
• Troubleshoot incidents and service requests through resolution.
• Use SQL/data scripts to investigate production and data issues.
• Investigate failed jobs, file loads, interfaces, and upstream/downstream dependencies.
• Coordinate escalations with application, database, infrastructure, vendor, and business teams.
• Participate in root cause analysis and identify recurring production issues.
• Maintain SOPs, runbooks, troubleshooting documentation, and knowledge articles.
• Contribute to monthly incident, service request, SLA/KPI, and trend reporting.
• Identify opportunities to improve monitoring, automate repetitive activities, and reduce recurring incidents.