Application Support & Incident Analyst

Definity is a rapidly growing technology company transforming contingent workforce management through innovative software solutions. Our integrated platform supports healthcare staffing, vendor management, credentialing, and workforce analytics at enterprise scale. We are building a high-performance engineering culture focused on quality, reliability, and rapid delivery.

We are seeking an Application Support & Incident Analyst to lead production support for business-critical applications. This role is for an experienced support professional who can independently triage high-impact incidents, perform deep SQL/data investigations, execute controlled production scripts, and drive escalations through resolution.

As a senior team member, you will set support standards, improve incident response quality, and partner closely with Engineering and Product on stability and prevention.

• Own end-to-end incident triage, impact assessment, prioritization, and communication.
• Perform advanced SQL analysis to diagnose data integrity, process, and performance issues.
• Execute approved SQL/scripts in production with strong change control, validation, and rollback discipline.
• Drive high-quality escalations to Engineering with clear evidence, reproducible steps, and business impact.
• Produce high-standard incident documentation, post-incident summaries, and knowledge base updates.
• Identify recurring issues, perform trend analysis, and champion permanent fixes with Engineering.
• Mentor junior support engineers on troubleshooting methods, escalation quality, and operational best practices.
• Improve runbooks, support workflows, and operational readiness across teams.
• Participate in on-call rotations and lead incident bridges for major production events.

• 7+ years of professional application/production support experience, with at least 3+ years in a senior or lead support capacity.
• Strong track record handling complex, high-severity production incidents independently.
• Expert-level SQL troubleshooting skills, including complex joins, data reconciliation, and root-cause analysis.
• Proven experience executing production remediation scripts safely in regulated or controlled environments.
• Demonstrated leadership in incident management, including stakeholder communication during critical events.
• Strong experience escalating to Engineering with complete technical artifacts that accelerate resolution.
• Excellent technical writing skills for incident records, RCAs, and operational runbooks.
• Experience with change management, rollback planning, and production risk mitigation.
• Strong collaboration skills across Engineering, Product, QA, and Operations.

• Experience in high-availability/24x7 SaaS or enterprise environments.
• Hands-on use of monitoring/observability tools.
• Familiarity with ADO.
• ITIL knowledge and/or incident/problem management leadership experience.
• Scripting experience (Power Shell, Bash, Python) to automate repetitive support tasks.
• Experience defining SLAs/SLOs, support metrics, and operational reporting.

• Critical incidents are contained quickly with strong ownership and clear communication.
• Production blockers are resolved safely, with minimal customer and business disruption.
• Escalations are complete and actionable, reducing engineering back-and-forth.
• Incident documentation and RCAs are high quality and improve future response.
• Recurring issues decline due to proactive trend analysis and preventive engineering work.
• The support team’s standards improve through mentorship and process leadership.
• The backlog of support items remains low and doesn’t continuously grow.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other category protected by federal, state, or local law.