Production Support Engineer C++

Job Overview

We are seeking a seasoned C++ Production Support professional to enhance our operational capabilities and drive excellence in service delivery. This pivotal role requires adept management of release schedules, dependencies, and the establishment of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) in collaboration with cross-functional teams. You will be instrumental in ensuring that business outcomes are met while fostering a culture of continuous improvement within the team.

Key Responsibilities

• Develop, maintain, and oversee the release/workstream schedule and its dependencies.
• Support the establishment and management of SLAs and OLAs with operational teams.
• Achieve and report on business results associated with product releases.
• Collaborate with leadership to define team member roles and expectations, ensuring timely and constructive feedback.
• Maintain accountability for all support aspects related to the product.
• Mentor and guide team members, motivate them in daily tasks, and manage shifts as needed.
• Analyze incoming case volume data and communicate trends in customer behavior to relevant teams.
• Conduct training for new team members and perform detailed root cause analysis (RCA) based on help desk reports.
• Handle escalations and engage directly with leadership in defining strategies and team objectives.
• Plan and support deployments, acting as the primary point of contact for customer outages and resolutions.
• Travel may be required (approximately 20%).
  
  

Required Skills

• Extensive knowledge of ASP.NET MVC, C#, and SQL.
• Excellent verbal and written communication and interpersonal skills.
• Strong analytical capabilities with meticulous attention to detail.
• Flexibility and resilience under tight deadlines.
• Proficient in Microsoft Office applications.
• Demonstrated leadership qualities and ability to build effective teams.
• Capacity to empower collaborative work to ensure team success.
• Proficiency in data-driven communication and decision-making.
• ITIL Certification is a plus.
• Comprehensive understanding of the healthcare industry is essential.
  
  

Qualifications

• A Bachelor's degree in a relevant field or an equivalent combination of education and experience.
• A minimum of ten years' experience in a production support environment, showcasing necessary technical expertise.
• At least three years of supervisory or leadership experience in Information Technology.
• Previous experience in managed care or healthcare settings is preferred.
• Alignment with the company's values and mission, emphasizing a commitment to continuous learning and professional growth.
  
  

Career Growth Opportunities

This position offers significant potential for professional development through ongoing learning initiatives and leadership opportunities within the organization, enabling you to grow in your role and advance your career.

Company Culture And Values

We pride ourselves on fostering a collaborative work environment that promotes proactive communication and alignment with our core values. Our culture encourages continuous learning and values the individual contributions of each team member, supporting their personal and professional development.

Employment Type: Full-Time