Production Support Analyst

Production Operations Analyst will be responsible for the 24 x7 monitoring of PCA application processing along with managing all events impacting production processes, SLAs and client satisfaction.

ESSENTIAL JOB RESPONSIBILITIES:

• Analysts will monitor production PCA processing in a 24 x 7 environment
• Monitor and troubleshoot issues in Production & Stage Environment involves log scanning, understanding interdependency between different applications & 3rd party software
• Interfaces with the Development, QA and Release management teams for managing releases of all PCA application and services into Production.
• Escalating issues as needed while communicating status and risks to management.
• Responsible for participating in Root Cause Analysis weekly call for production events and tracking completion of corrective actions items determined in the Root cause analysis.
• Responsible for continual improvements of client job scheduling and workload management
• Coordinates activities between on shore and off shore support teams.
• Review the operational readiness of new products and services being transitioned into production environment.

Other Related Responsibilities

• Maintains production support documentation library ensuring documents are current, accurate, and available to appropriate groups
• Follows and supports IT business processes including change management, configuration management, and disaster recovery and business continuity
• Actively participates in Disaster Recovery/Business Continuity planning and testing. Activities to include actual live fail over and fall back exercises
• Provides advanced support and direction for the integration of 3rd party systems or applications required to support the business
• Implements processes and procedures using the ITIL framework
• Works towards continual improvements of process and procedures with a goal of operational excellence.

Other duties as assigned including active participation in Projects related to both the IT department and the company as a whole

REQUIREMENTS:

• 4+ years of relevant experience in an information technology environment, application maintenance & support, exposure on production support
• Experience in Monitoring applications/Infrastructure any tool, basic configuration knowledge on any monitoring tools like Appamanger/Nagios/Solar winds etc.
• Basic knowledge on Linux/unix environments.
• Experience in Release management/Change management.
• Experience in Atlassian tools like Jira, confluence.
• Abinitio Administration will be Added advantage
• Prior health plan operations experience helpful
• Prior Control-M software experience preferred but not mandatory
• Experience in supporting the ITL framework
• Demonstrable excellent troubleshooting and interpersonal skills
• Ability to work and support off hours
• Works with a sense of urgency
• Team player with strong desire to assist and share knowledge
• Proficient with Microsoft Office Suite (Word, Excel, Power Point)
• Professional with ability to properly handle confidential information
• Ability to work well independently and in a team environment.
• Ability to handle multiple tasks, prioritize and meet deadlines.
• Excellent written and verbal communication skills.
• Exhibits behaviors consistent with Cotiviti Values.

MINIMUM QUALIFICATIONS:

4-year degree or equivalent experience in Information Technologies
4+ years working in a Production Environment.