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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 Foundation, Microsoft Certified: Azure Fundamentals or AWS Certified Cloud Practitioner.
Experience supporting applications in healthcare or other regulated industries.

FLSA Status: Salary/Exempt

National Salary Range: $67,490 - 131,990

Bonus Eligible: Annual Incentive Plan (AIP)

How to stay safe:

Avesis is aware of fraudulent activity by individuals falsely representing themselves as Avesis recruiters. In some instances, these individuals may even contact applicants with a job offer letter, ask applicants to make purchases (i.e., a laptop or gift cards) from a designated vendor, have applicants fill out W-2 forms, or ask that applicants ship or send packages of goods to the company.

Avesis would never make such requests to applicants at any time throughout our job application process. We also would never ask applicants for personal information, such as passport numbers, bank account numbers, or social security numbers, during process. Our recruitment process takes place by phone and via trusted business communication platform (i.e., Zoom, Webex, Microsoft Teams, etc.). Any emails from Avesis recruiters will come from a verified email address ending in @Avesis.com.

We urge all applicants to exercise caution. If something feels off about your interactions, we encourage you to suspend or cease communications. If you are unsure of the legitimacy of a communication you have received, please reach out to

ITsupport@Avesis.com

To learn more about protecting yourself from fraudulent activity, please refer to this article link (

https://consumer.ftc.gov/articles/how-avoid-scam

). If you believe you were a victim of fraudulent activity, please contact your local authorities or file a complaint (Link:

https://reportfraud.ftc.gov/#/

) with the Federal Trade Commission. Avesis is not responsible for any claims, losses, damages, or expenses resulting from unaffiliated individuals of the company or their fraudulent activity.

Equal Employment Opportunity

At Avēsis, We See You. We celebrate differences and are building a culture of inclusivity and diversity. We are proud to be an Equal Employment Opportunity employer that considers all qualified applicants and does not discriminate against any person based on ancestry, age, citizenship, color, creed, disability, familial status, gender, gender expression, gender identity, marital status, military or veteran status, national origin, race, religion, sexual orientation, or any other characteristic. At Avēsis, we believe that, to operate at the peak of excellence, our workforce needs to represent a rich mixture of diverse people, all focused on providing a world-class experience for our clients. We focus on recruiting, training, and retaining those individuals that share similar goals. Come Dare to be Different at Avēsis, where We See You!

We Offer

Meaningful and challenging work opportunities to accelerate innovation in a secure and compliant way.
Competitive compensation package.
Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period.
Life and disability insurance.
A great 401(k) with company match.
Tuition assistance, paid parental leave and backup family care.
Dynamic, modern work environments that promote collaboration and creativity to develop and empower talent.
Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.
Employee Resource Groups that advocate for inclusion and diversity in all that we do.
Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability.

Equal Employment Opportunity

At Avēsis, We See You. We celebrate differences and are building a culture of inclusivity and diversity. We are proud to be an Equal Employment Opportunity employer that considers all qualified applicants and does not discriminate against any person based on ancestry, age, citizenship, color, creed, disability, familial status, gender, gender expression, gender identity, marital status, military or veteran status, national origin, race, religion, sexual orientation, or any other characteristic. At Avēsis, we believe that, to operate at the peak of excellence, our workforce needs to represent a rich mixture of diverse people, all focused on providing a world-class experience for our clients. We focus on recruiting, training and retaining those individuals that share similar goals. Come Dare to be Different at Avēsis, where We See You!

Avesis, Incorporated

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Production Support Specialist