Tech Support Analyst - Hybrid in Bridgeton MO
About the position Optum Tech is a global leader in health care innovation. Our teams develop cutting-edge solutions that help people live healthier lives and help make the health system work better for everyone. From advanced data analytics and AI to cybersecurity, we use innovative approaches to solve some of health care’s most complex challenges. Your contributions here have the potential to change lives. Ready to build the next breakthrough? Join us to start Caring. Connecting. Growing together. Positions in this function provide technical support to the enterprise. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution. It also includes data center construction, operations, and maintenance employees. This position is responsible for the night shift maintenance, support, and operations of the payer print applications. This includes ensuring functionality and usability of the applications are aligned with the organization’s priorities and enabling Company employees to do their work effectively. The Production Engineer is responsible for diagnosing and resolving application issues to ensure optimal performance and usability for the various system users and providing root cause analysis with recommendations for improvements. He or she will also be accountable for performing daily, weekly, monthly, quarterly, and yearly operations tasks required for the ongoing functionality of the software applications. Some programming and debugging duties will be required to develop queries/reports of varying complexity and to troubleshoot and fix programmatic issues. This position follows a hybrid schedule with three in-office days per week.
Responsibilities
- The core role is to keep the applications up 24/7 and to be in touch with administrators and users to help them and to resolve application related issues
- Respond to critical application outages or issues. Provide Business impact & Drive to root cause and resolution. Provide continuous update to business partners, stakeholders, and upper management
- Understand, analysis and troubleshoot complex issues on production environment. Responsible for identifying any bugs occurring in the applications
- Taking Ownership of problems from first notification right through to resolution
- Troubleshoot issues quickly and appropriately by identifying immediate remediation, determining root cause, and coordinating for long term solution
- Research, recommend, configure, and administer software configuration changes
- Perform routine operations tasks
- Work with software vendor to have application issues fixed, both short term and long term (root cause analysis)
- Creation of software operations and support related documentation (SOP)
- Providing support to CR and all monthly and quarterly releases
- Providing on-call support, weekend support (rotation based)
Requirements
- Bachelor’s degree in Information Systems, Computer Science, or equivalent experience
- 2+ years of experience as a Tech Support Analyst
- Some form of Object Orientated Programming knowledge
- Advanced knowledge of Web-based/Cloud Technologies
- Advanced knowledge of Database driven applications
- Advanced knowledge of Network-based protocols: FTP, SFTP, TCP, including network troubleshooting
- Working knowledge of Cloud IAAS and PAAS services, preferably AWS
- Familiarity with web-based ticketing systems (ServiceNow desired)
- Familiarity with Windows/Linux OS
- Familiarity with Oracle/MS SQL
- Familiarity with current monitoring/application performance management systems (Dynatrace/DataDog)
- Advanced Scripting and basic programming skills
- Proven solid troubleshooting/researching skills
- Proven capability to perform Windows/UNIX system administrative functions for troubleshooting purposes
- Ability to support a 24/7 environment with rotating on-call schedule
Nice-to-haves
- Committed to delivering high quality service
- Proven solid interpersonal skills
- Proven excellent oral and written communication skills
- Proven ability to communicate issues to various teams in fast-paced environments
Benefits
- In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
- No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives.
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