Production Support Specialist

Job Title: Production Support Specialist/Engineer (Salesforce, Application & Database Support)

Location:

1. Virginia
2. Chicago, IL

Position Type: Contract

Open Positions: Multiple

Position Overview:

We are seeking highly skilled and proactive Production Support Specialists/Engineers to join our dynamic team. The ideal candidates will possess strong experience in managing enterprise-level applications, databases, and Salesforce systems. These roles involve ensuring the seamless operation of critical systems, supporting key projects, and maintaining system stability and compliance with audit and regulatory requirements.

As a key member of the Production Support Team, you will troubleshoot, perform system optimizations, manage incidents, and support deployments to ensure high availability and reliability of business-critical applications. You will be working closely with cross-functional teams, resolving issues, and enhancing performance in a fast-paced environment.

Key Responsibilities:

• Production Support & Monitoring:
• Provide ongoing support for production systems, ensuring their health and performance.
• Monitor application, database, and system performance to ensure optimal functioning.
• Configure and maintain alerts and agents to proactively detect and resolve issues.
• Troubleshoot and resolve technical issues related to databases, applications, and Salesforce instances.

• Incident & Problem Management:
• Act as the first point of contact for escalated incidents, ensuring timely resolution and minimizing downtime.
• Perform root cause analysis and implement solutions to prevent recurrence of issues.
• Participate in on-call support and manage critical incidents during off-hours.

• Deployment Support & System Optimizations:
• Support system updates, patches, hotfixes, and deployments while ensuring minimal disruption to production.
• Ensure all systems are up-to-date with the latest patches and security updates.
• Perform performance tuning and optimizations to improve application and database efficiency.

• Collaboration & Communication:
• Collaborate with cross-functional teams, including development, business, and IT teams, to resolve issues and improve system performance.
• Act as a liaison between business stakeholders and technical teams to ensure smooth communication and effective problem resolution.
• Participate in architecture reviews and design discussions for system improvements and enhancements.

• Data & Configuration Management:
• Manage provider and member data load processes, troubleshoot data-related issues, and ensure correct data configuration.
• Perform manual data loads and validate data integrity within the system.
• Ensure that system configurations align with business requirements and conduct thorough testing.

• Documentation & Compliance:
• Create and maintain Standard Operating Procedures (SOPs), system documentation, and process guidelines.
• Ensure compliance with audit controls and regulatory standards, preparing audit evidence packages as needed.
• Document resolution steps for issues, providing clear logs for future reference and process improvement.

Mandatory Skill Sets:

• Experience:
• 3 years of experience in production support, application/database administration, or similar technical roles.
• Hands-on experience with technologies such as SQL Server, Oracle, Salesforce, PEGA, Informatica, and related tools.
• Strong understanding of database management, including performance tuning, backup/recovery, and troubleshooting.

• Technical Skills:
• Proficiency in SQL, Salesforce (Apex, Lightning, Visualforce), and ETL tools (e.g., Informatica, SSIS).
• Experience in incident management and using tools like ServiceNow (SNOW), JIRA, or Azure DevOps for tracking issues.
• Familiarity with Salesforce security models, APIs, and middleware integration is a plus.
• Strong analytical and troubleshooting skills, with the ability to diagnose and resolve complex technical issues.

• Communication & Collaboration:
• Excellent written and verbal communication skills, with the ability to work effectively with both technical and non-technical stakeholders.
• Proven experience in managing incidents and providing timely resolutions while collaborating across teams.

• Additional Experience (Desirable):
• Knowledge of Cloud environments (Azure, AWS) and experience with cloud databases is a plus.
• Experience in healthcare, insurance, or similar regulated industries is beneficial.

Preferred Qualifications:

• Certifications:
• Salesforce Platform Developer II or Salesforce Certified Application Architect (for Salesforce-related roles).
• Relevant ITIL or Service Management certifications are a plus.
• Education:
• Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.

Compensation:

• Competitive Salary based on experience and location.
• Opportunities for career growth and skill development.