{"id":2650134,"url":"https://alion.io/job/healthfirst-software-production-support-lead-2","title":"Software Production Support Lead","company":{"id":1794553,"name":"Healthfirst","domain":"healthfirst.org","url":"https://alion.io/company/healthfirst","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":18,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":94100,"max":136000,"currency":"USD","period":"year","gross":null,"usd_annual":136000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Amazon EC2","optional":false},{"name":"Amazon S3","optional":false},{"name":"AWS Lambda","optional":false},{"name":"CI/CD","optional":false},{"name":"Git","optional":false},{"name":"Jenkins","optional":false},{"name":"MuleSoft","optional":false},{"name":"Splunk","optional":false},{"name":"SQL","optional":false},{"name":"Agile","optional":true},{"name":"Apex","optional":true},{"name":"AWS","optional":true}],"status":"live","first_seen_at":"2026-09-09T00:00:00Z","employer_posted_date":"2026-09-09","last_verified_at":"2026-10-21T02:59:10Z","board_verified":true,"closed_at":null,"days_open":42,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":42},"description":"As a Software Production Support Lead, you will ensure the stability, availability, and performance of our products. You will collaborate with cross-functional teams to investigate complex technical issues, support users, and contribute to the continuous improvement of our processes.Duties & Responsibilities:\nReviews and analyses the tickets escalated from the various program teams (including SAM, I&O, development) and ensure timely resolution\nPrioritize tickets based on urgency, impact, and relevance, categorizing them as either needing further investigation, resolution guidance, or escalation\nUse high-level SQL skills to query databases as needed to gather information and understand potential data-related issues for troubleshooting\nEnsuring all incident tickets are resolved in a timely and comprehensive manner\nEstablish measures to ensure that tickets are tracked based on agreed SLAs and create weekly/monthly/quarterly metrics\nCoordinate root cause analysis (RCA) for recurring issues and log bugs/enhancements to address the cause\nProvide detailed and precise guidance to the impacted teams, offering solutions and instructions to resolve issues without engineering intervention where possible\nDocument resolution steps and any new learnings in an internal knowledge base to aid future troubleshooting\nLog detailed and comprehensive bug reports for the development team, including steps to reproduce the error, screenshots, SQL query results if necessary, and any other relevant diagnostic information\nRegularly track the status and progress of logged bugs with the development team, ensuring they are prioritized appropriately and addressed within agreed timelines.\nReport on bug lifecycle metrics, such as time to resolution and recurrence rates, to inform product management and development teams of patterns or critical areas needing attention\nCollaborate with the development team whenever necessary to clarify bug reports and understand fixes\nContinuously improve and maintain a deep understanding of the Healthfirst application’s functionality, including new features and updates\nProvide regular feedback to the product team about user experience pain points, frequently asked questions, or underutilized features\nGenerate reports on support trends to help guide strategic decisions and improve overall customer satisfaction.\nMinimum Qualifications:\nBachelor’s degree in computer science, Computer Engineering, or Information Systems or High School Diploma/GED with relevant work experience \n5 to 7 years of relevant experience in production support\nMinimum 5 years of hands-on experience in SQL experience in a professional setting \nMinimum 2 years of working experience in Continuous Integration and Continuous Deployment (CI/CD) using Jenkins, Maven, Git and/or comparable toolsets \nFamiliarity with Middleware: Workato/MuleSoft, Service Now, Splunk, and Tableau\nWorking knowledge on Amazon Web Services (EC2, S3, Lambda) \nDemonstrated ability to learn new technologies and learn quickly \nShould be able to lead a team independently and mentor team members\nExperience in supporting Health Insurance products is highly desirable\nExcellent oral and written communication skills\nAn amazing ability to thrive in a multi-tasking environment and operate successfully under planned deadlines\nEagerness to learn, adapt and perfect your work\nPreferred Qualifications:\nHealth insurance domain experience \nExperience working in Agile environment\nCompliance & Regulatory Responsibilities: NA\nLicense/Certification: NA\nWE ARE AN EQUAL OPPORTUNITY EMPLOYER. HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployment status, as well as any other legally protected basis. HF Management Services, LLCshallnotdiscriminateagainstanydisabledemployeeorapplicantinregard to any position for which the employee or applicant is otherwise qualified.\nIf you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to  or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within HF Management Services, LLC will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with HF Management Services, LLC.\nKnow Your Rights\nAll hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst. Healthfirst will never ask you for money during the recruitment or onboarding process.\nHiring Range*:\nGreater New York City Area (NY, NJ, CT residents): $94,100 - $136,000\n\nAll Other Locations (within approved locations): $82,500 - $122,740\n\nAs a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.\nIn addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.\n*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.","description_format":"text","description_chars":6581,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Health insurance","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"New Jersey","iso":null,"kind":"city"},{"name":"Connecticut","iso":null,"kind":"city"},{"name":"New York","iso":null,"kind":"city"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Health Insurance & Benefits"],"lifecycle":[{"event":"open","at":"2026-10-15T21:22:10Z"}],"visa":[],"liveness":{"score":31,"band":"fade","label":"Fading","p_open":1,"p_active":0.562,"p_room":0.55,"age_days":42,"expected_fill_days":30,"reasons":["conf:2","stale_co","velocity","win:tail"],"computed_at":"2026-10-21T05:46:15Z"},"pay":{"stated_usd_annual":136000,"is_top_pay":false},"html_url":"https://alion.io/job/healthfirst-software-production-support-lead-2","json_url":"https://alion.io/job/healthfirst-software-production-support-lead-2.json","meta":{"generated_at":"2026-10-21T13:36:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19297,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1794553},"rest":"https://alion.io/mcp/rest/get_company?id=1794553"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhealthfirst-software-production-support-lead-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhealthfirst-software-production-support-lead-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhealthfirst-software-production-support-lead-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/healthfirst-software-production-support-lead-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhealthfirst-software-production-support-lead-2"}]}