Production Support and IT Operations Lead

Must Have Technical/Functional Skills

Required Skills & Experience

· Experience in production support / IT operations / service delivery in Healthcare domain.

· Deep understanding of ITIL processes (Incident, Problem, Change, Release).

· Proven ability to handle major incidents and high-pressure situations.

· Strong stakeholder communication and executive reporting skills.

· Experience in SLA governance, metrics tracking, and service improvement.

Roles & Responsibilities

The Production Support & Operations Lead is responsible for end-to-end ownership of production stability,

service performance, and operational excellence across towers in Point32Health clinical, claims, integration,

data etc... This role combines technical leadership, operational governance, and stakeholder management to

ensure high availability, SLA adherence, and continuous improvement.

· Own end-to-end production operations for in scope business critical applications. · Ensure high availability, reliability, and performance of services. · Drive daily operations across incident, request, problem, and change management. · Lead major incident management (P1/P2) including triage, war room coordination, and service restoration. · Act as the single point of accountability during escalations. · Build excellent rapport with Business stakeholders · Ensure timely communication to business and leadership stakeholders. · Track and govern SLAs and KPIs · Analyze trends in incidents, backlog, and service degradation. · Drive MTTR reduction and service stability improvements. · Lead Tier 2, and coordinate with Tier 3 teams. · Mentor team members and improve technical and operational maturity. · Drive root cause analysis (RCA) and enforce corrective/preventive actions. · Identify recurring issues and eliminate them structurally. · Build and improve SOPs, runbooks, and knowledge base. · Ensure production readiness for releases and deployments. · Monitor post-deployment stability and issue trends. · Identify and drive automation opportunities (alerts, runbooks, ticket handling). · Improve monitoring effectiveness and reduce noise. · Optimize support model, cost, and resource utilization. · Act as the primary interface for business, IT leadership, and clients. · Provide executive dashboards and reports on service performance. · Lead service review meetings, Monthly Reviews, QBR inputs, and governance calls.