Production Support Engineer

Associate II - Production Support 

 

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com.

 

You Are:

We are seeking an experienced and skilled Production Support Engineer to join our dedicated IT Operations team. This critical role focuses on ensuring the enhanced stability, efficiency, and reliability of our production systems and applications through advanced monitoring, in-depth troubleshooting, and proactive problem management. The ideal candidate will possess strong experience in a 24x7 production support environment, with significant expertise in claims processing, job scheduling (Tidal), ETL processes (Informatica), SQL, and various infrastructure/application monitoring disciplines. You will be responsible for handling escalated incidents, performing root cause analysis, contributing to the improvement of operational procedures, and providing support to Level 1 operators.

 

The Opportunity:

·       Monitor and maintain the health of critical production systems, applications, Tidal job scheduler workflows, Informatica sessions, and overall infrastructure using advanced monitoring tools.

·       Perform advanced triage and in-depth troubleshooting of s and incidents related to database monitoring, infrastructure monitoring, application performance, and batch processing.

·       Analyze and resolve complex job failures in Tidal job scheduler and Informatica workflows, including detailed log analysis and data investigation.

·       Execute complex, documented recovery procedures and contribute to the development and refinement of runbooks and operational best practices.

·       Utilize ServiceNow extensively for incident management, problem management, change tracking, and knowledge base contributions.

·       Use JIRA for tracking complex tasks, problem tickets, or collaborating on operational improvement projects.

·       Provide advanced support for pre-adjudication claims processing systems, ensuring data integrity and timely flow by proactively identifying and resolving issues.

·       Conduct thorough trend analysis and root cause analysis (RCA) on recurring s and incidents to identify underlying problems and recommend preventative measures.

·       Serve as an escalation point for Level 1 support, providing guidance and assistance.

·       Collaborate with Level 3 support teams, application developers, and business analysts to resolve complex issues and implement solutions.

·       Maintain comprehensive and accurate documentation for incidents, problems, and resolutions.

·       Utilize the MS Office suite (Word, Excel, Outlook, Visio) for advanced documentation, reporting, and creating process flows.

·       Ensure adherence to and promote established production support processes, SLAs, and operational standards.

·       Write and execute intermediate to advanced SQL queries for in-depth data analysis, troubleshooting, and reporting.

·       Participate in on-call rotations and respond to critical production issues as needed.

·       Contribute to the improvement of monitoring systems by suggesting new checks, tuning existing s, and potentially developing basic automation scripts.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

 

What You Need:

·       3-5+ years of experience in an IT production support, systems analyst, or advanced computer operator role.

·       Demonstrated ability to work effectively in a 24x7 shift environment, including nights, weekends, and holidays.

·       Significant experience with pre-adjudication claims processing environments or complex healthcare IT systems.

·       Strong hands-on experience with job scheduling tools, specifically Tidal job scheduler, including advanced scheduling and troubleshooting.

·       In-depth knowledge of ETL tools like Informatica (PowerCenter, IICS) and their operational monitoring and troubleshooting.

·       Intermediate to advanced proficiency in SQL, with experience in writing complex queries and understanding database concepts for effective database monitoring and issue resolution.

·       Extensive experience with IT Service Management tools like ServiceNow, including problem management and change management modules.

·       Proficiency with JIRA or similar tools for agile task management and issue tracking.

·       Advanced skills with the MS Office suite, including data analysis in Excel and process diagramming.

·       Comprehensive experience with a variety of enterprise monitoring tools for applications, databases, and infrastructure monitoring (e.g., Datadog, Splunk, Precise, Azure Monitor).

·       Proven ability in advanced troubleshooting, root cause analysis, and performing impactful trend analysis.

·       Excellent communication, interpersonal, and documentation skills.

·       Ability to work independently with minimal supervision and as part of a collaborative team.

·       Experience in creating, maintaining, and improving operational documentation and runbooks.

·       Preferred Qualifications:

o   Bachelor’s degree in Information Technology, Computer Science, or a related field.

o   Relevant certifications (e.g., ITIL Foundation/Intermediate, CompTIA A+/Network+/Server+, Informatica, SQL certifications).

o   Experience with scripting languages (e.g., PowerShell)

 

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Virginia

Compensation Range: $55,000-$83,000

 

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

 

What We Believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

 

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

 

 

#UST

#CB

#LI-AP6