Production Support/Software Engineer
Job Title: Production Support / Software Engineer (L2/L3) Requisition ID: 165817 Employment Type: Contract Position Overview Cotiviti is seeking a dedicated Production Support / Software Engineer to cover critical Production Support and Client Onboarding within the R&D team for CCV Business operations. This role acts as a Level 2 and Level 3 escalation point for production incidents and works closely with cross-functional teams to ensure high availability, smooth client onboarding, and system stability across healthcare application ecosystems. Key Responsibilities 1. Production Support (Level 2 / Level 3) Escalation Point: Serve as the L2/L3 escalation point for complex technical production incidents across application, database, and infrastructure layers. Root Cause Analysis: Diagnose root causes of production issues using monitoring tools, logs, and system diagnostics; provide timely resolutions to minimize business and client impact. Incident Escalation & Resolution: Collaborate with engineering, DBA, and infrastructure teams to resolve deep technical escalations. Runbooks & Knowledge Base: Document incident resolutions, root cause analyses, and contribute to knowledge base/runbooks to reduce recurring issues and improve future response times. On-Call Support: Participate in an on-call rotation to provide timely support for critical production issues outside standard business hours. System Monitoring: Monitor system health, performance metrics, and alerts to proactively identify and address potential issues before impact occurs. 2. Client Onboarding & Configuration Technical Setup: Lead technical setup and configuration activities for new client onboarding, ensuring systems are properly configured to meet client-specific requirements. Stakeholder Collaboration: Partner with Business Operations, Implementation, and Client Services teams to gather requirements and translate them into technical configurations. Quality Assurance & Go-Live: Perform data validation, testing, and quality checks during the onboarding process to ensure accuracy and readiness for go-live. Post-Go-Live Support: Troubleshoot and resolve configuration issues during onboarding and provide post-go-live support to address initial production issues for newly onboarded clients. 3. Cross-Functional Collaboration & Improvement Effective Communication: Communicate effectively with Business Operations, Client Implementation, and leadership regarding incident status, root causes, and resolution timelines. Defect Tracking: Work closely with development teams to escalate and track defects or enhancement requests identified during support or onboarding activities. Process Improvement: Contribute to process improvement initiatives aimed at increasing support efficiency and reducing recurring issues. Knowledge Transfer: Support knowledge transfer and training for team members on new systems, tools, or client-specific configurations. Qualifications & Skills Analytical & Technical Skills: Strong analytical, troubleshooting, and problem-solving skills across application, database, and infrastructure domains. Monitoring & Logging: Familiarity with monitoring and logging tools to diagnose and troubleshoot production issues. Framework Experience: Experience with Java, Spring, or Spring Boot (REST controllers, dependency injection, and configuration). Cross-Functional Communication: Excellent verbal and written communication skills to articulate complex technical issues to non-technical stakeholders and executive leadership. Mandatory requirement: All candidates selected for an interview are required to complete a mandatory identity verification process.