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.
