Production Support Analyst

• Monitor and support critical production systems to ensure high availability and reliability.
• Lead triage, troubleshooting, and resolution of production incidents across multiple environments.
• Manage and coordinate resolution efforts for SEV 1, SEV 2, SEV 3, and SEV 4 incidents.
• Support and troubleshoot IBM middleware platforms including Datapower and MQ.
• Investigate and resolve issues related to MFT processes, EDI X12 transactions, batch jobs, and integration workflows.
• Utilize Splunk, SQL, Linux, ServiceNow, and Jira for monitoring, diagnostics, and incident tracking.
• Coordinate with development, infrastructure, vendor, and business teams to drive issue resolution.
• Support production deployments, validation activities, and release readiness processes.
• Develop and maintain SOPs, runbooks, operational procedures, and support documentation.
• Conduct Root Cause Analysis (RCA) and implement preventive measures to improve system stability.
• Contribute to automation initiatives and operational best practices.
• Mentor junior team members and support continuous improvement efforts.

The ideal candidate will have strong experience with IBM middleware technologies, MFT, MQ, Datapower, Splunk, SQL, and production support operations, along with a proven track record of managing high-priority production incidents in enterprise environments., * IBM Datapower

• IBM MQ
• Managed File Transfer (MFT)
• Production Support / Technical Operations
• Splunk Monitoring & Log Analysis
• SQL
• Linux/Unix
• EDI X12 Transactions
• Incident Management (ServiceNow, Jira)
• SEV 1, SEV 2, SEV 3, and SEV 4 Incident Triage
• Root Cause Analysis (RCA), * Strong experience in Production Support, Technical Operations, or Application Support environments.
• Hands-on experience with incident management and production issue resolution.
• Working knowledge of IBM Datapower, MQ, MFT, Splunk, SQL, and Linux.
• Experience supporting integration platforms and data exchange systems.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to work effectively in fast-paced, high-pressure production environments.

Preferred Qualifications

• Healthcare or Medicaid industry experience.
• Experience with EDI 270/271 transactions.
• Exposure to operational automation and process improvement initiatives.

Deliverables

• Production Incident Management and Resolution
• Infrastructure and Middleware Support
• Operations & Maintenance Activities
• Operations & Maintenance Documentation
• Production Support Playbooks and Runbooks
• Root Cause Analysis Reports and Continuous Improvement Recommendations