Production Support Analyst

Hartford, CT - USA

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Title: Production Support Analyst
Location: Hartford CT (Onsite)
Job Type: Contract

Tax Terms: C2C / W2

Vertical Healthcare

Job Description:

We are seeking a qualified IT Production Support Analyst to provide end to end production support for critical IT Contact Center applications. The candidate must be able to maintain application stability drive rapid incident response identify systemic issues and partner effectively with internal teams to implement resilient solutions.

The candidate must demonstrate strong communication technical depth analytical capabilities and operational discipline appropriate for a high availability contact center environment.

Key/Required skills:

6 years of experience as a Production support and Incident management with 2 years of exp in HealthCare domain
Demonstrates strong attention to detail in incident handling documentation root cause analysis (RCA) and follow up tasks.
Skilled in escalation communication and post incident reporting.
Advanced knowledge in Quickbase application configuration administration workflows automations integrations dashboards and data structure.
Ability to troubleshoot performance issues workflow failures and integration problems.
Experience implementing enhancements optimizing Quickbase apps and maintaining governance standards.
Understands how individual applications tie into the overall contact center ecosystem (IVR CRM telephony middleware reporting tools).
Strong troubleshooting and diagnostic abilities to identify patterns across outages.
Ability to work with cross functional teams to propose and implement resiliency and stability improvements.
Maintains clear documentation action logs and updates throughout an incident lifecycle.
Consistently drives items to closure ensuring accountability across stakeholders.
Responds rapidly to shifting priorities escalating issues as required.
Experience supporting mission critical applications in a high volume contact center environment.
Ability to handle L2/L3 ticket triage root cause analysis and resolution.
Familiarity with standard ITSM tools (ServiceNow Remedy Jira etc.).
Ensures documentation is updated promptly after changes or incidents.
Works efficiently with infrastructure networking telephony and application teams.
Strong stakeholder management and follow through.

Roles and Responsibilities:

Provide timely production support aligned to SLA expectations professional communication with business stakeholders IT teams and leadership.
Conduct and document root cause analyses for recurring or critical incidents.
Identify and recommend resiliency improvements within the ecosystem.
Maintain Quickbase applications enhancements and operational updates.
Drive incident trend reviews and monthly service reports.
Maintain all documentation runbooks and operational workflows
Highly organized with the ability to track and follow up on multiple open items across teams.
Ensures accuracy in data logs analysis and workflow interpretation.
Capable of translating complex technical issues into understandable summaries.
Able to zoom out for strategic context and zoom in for precise root cause analysis.
Skilled in correlating incidents logs metrics and user impacts to pinpoint systemic issues.

Job Title: Production Support Analyst Location: Hartford CT (Onsite) Job Type: Contract Tax Terms: C2C / W2 Vertical Healthcare Job Description: We are seeking a qualified IT Production Support Analyst to provide end to end production support for critical IT Contact Center applications. The ca...