Production Support Engineer

5 days ago

Downers Grove, United States Insight Global Full time

Position: Senior Production Support Engineer

Duration: 6-month contract to hire

Start: ASAP

Location: Downers Grove, IL, (hybrid schedule – 3 days/week)

Hours: 8 – 5PM EST (once every 4 weeks you will be a primary on call);

Interview Process: 2 round interview process (1st round panel, 2nd round panel)

Must Haves:

  • Medicare enrollment experience including file processing and exchanges, member handling and disenrollment.
  • Strong organizational and communication skills.
  • Hands on experience with SQL scripting
  • 3+ years of experience with supporting multi-tier applications.
  • 3+ years of exposure to batch processing, monitoring technologies, and trend analysis.
  • 3+ years of experience with Linux/Unix and Shell script commands knowledge
  • Background with MARX or CMS
  • Possess business acumen including understanding of business flows from enrollment to claims processing through to downstream workflows.


Plusses:

  • 3+ years of experience with event and incident management working across multiple teams.
  • 3+ years of experience working in and/or leading dynamic cross-competency teams with issue resolution.
  • Service Now or SNOW experience.

Day to Day:

Insight Global is looking for a Senior Production Support Engineer to support a large health insurance client of ours. This resource will be responsible for helping Maintain, integrate, and implement software applications within the organization. Coordinates software application testing, quality assurance, configuration, installation, and support to ensure smooth, stable, and timely implementation of new software and updates to installed applications. Ensures proper controls are established and maintained over test and production systems and software source code.

Responsibilities:

  • Designs the application management system to oversee the day-to-day operations of the application support across the organization.
  • Determines best approaches to coordinate activities, prioritize tasks, and allocate resources to meet service level agreements (SLAs).
  • Develops protocols for the internal incident management department to facilitate troubleshooting, root cause analysis, ticket handling, and problem resolution.
  • Provides guidance to Support Teams to collaborate on ticket routing and knowledge sharing to aid in the resolution of application incidents.
  • Ensures processes and workflows align to ensure a smooth handoff between the service desk and application support teams.
  • Establishes relationships with application owners and business users to understand needs, priorities, and expectations.
  • Helps establish application development teams and infrastructure teams to ensure smooth operation and effective support of applications.
  • Improves application support services based on user feedback, incident trends, and service analysis.
  • Integrates application support into system processes to help streamline operations, improve efficiency, and enhance user experience.
  • Required to be on call support 24x7 as needed on a rotation basis.
  • Participate in infrastructure maintenance and application releases.
  • Maintain system support documentation.
  • Adhere to all established methodologies, standards, and guidelines.
  • Responsible for various aspects of event, incident, problem and change management.
  • Maintain and monitor daily / weekly processes and programs in production environment.

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