Application Support Lead / Application Architect

A healthcare payor client is seeking an Application Support Lead / Application Architect to provide technical leadership for their mission-critical, highly customized Jiva production environment. This individual will serve as the senior technical escalation point, help mature the production support model, and eventually provide technical oversight to the Application / Production Support Engineers. This is a hands-on leadership role combining application architecture, production support, incident management, operational reporting, and continuous improvement. Key Responsibilities * Serve as the senior technical owner and escalation point for Jiva production support. * Lead troubleshooting and root cause analysis for complex production incidents. * Understand the end-to-end Jiva ecosystem, including applications, databases, integrations, batch jobs, file loads, and downstream dependencies. * Oversee application health monitoring, incident/service request processes, and batch/job support. * Lead knowledge transfer and develop SOPs, runbooks, escalation procedures, and support documentation. * Analyze incidents, requests, root causes, SLA/KPI performance, and recurring trends. * Lead monthly operational reviews and identify opportunities for automation and proactive issue reduction. * Provide technical guidance and mentorship to support engineers and help prioritize team workload. * Partner with application, database, infrastructure, business, and vendor teams on production issues and platform improvements. * Support Jiva upgrades, stabilization efforts, and other strategic platform initiatives.

• 8+ years of application support, application architecture, production operations, or related experience.
• Experience as a Technical Lead, Application Architect, Application Support Lead, or senior production support SME.
• Strong SQL/data troubleshooting skills.
• Experience supporting complex enterprise applications, integrations, batch processes, and scheduled jobs.
• Strong incident management, RCA, documentation, and problem-solving experience.
• Experience mentoring or providing technical direction to other engineers.
• Jiva/ZeOmega and healthcare payer experience strongly preferred.
• Experience with Tidal Experience with Facets, PHI-sensitive environments