Production Support Analyst

About Apexon:

Apexon is a digital-first technology services firm specializing in accelerating business transformation and delivering human-centric digital experiences. We have been meeting customers wherever they are in the digital lifecycle and helping them outperform their competition through speed and innovation.

Apexon brings together distinct core competencies in AI, analytics, app development, cloud, commerce, CX, data, Dev Ops, IoT, mobile, quality engineering, and UX, along with deep expertise in BFSI, healthcare, and life sciences, helping businesses capitalize on the unlimited opportunities digital offers.

Our reputation is built on a comprehensive suite of engineering services, a dedication to solving clients toughest technology problems, and a commitment to continuous improvement. Backed by Goldman Sachs Asset Management and Everstone Capital, Apexon has a global presence across four continents.

We enable #HumanFirstDIGITAL

We are hiring for a Production Support Analyst for a remote opportunity.

Role:
Production Support Analyst

Location:

Remote

Position: 1

Role Overview:

We are seeking an experienced Production Support Analyst to support ISL program and help ensure the reliability, stability, and performance of mission-critical Medicaid systems. The ideal candidate will possess strong production support experience, incident management expertise, and hands-on knowledge of IBM technologies, Data Power, MQ, MFT, Splunk, and EDI transactions. This role requires a proactive problem solver who can lead incident response efforts, improve operational processes, and collaborate across technical and business teams.

Key Responsibilities:

Lead real-time system monitoring and proactive incident management activities

Drive production support operations and ensure high availability of critical applications and services

Manage and triage Production Issues including SEV 1, SEV 2, SEV 3, and SEV 4 incidents

Troubleshoot and resolve issues related to IBM Data Power, MQ, Managed File Transfer (MFT), EDI transactions, and integrated systems

Perform root cause analysis and develop preventive measures to improve system reliability

Support production deployments and operational readiness activities

Monitor application and infrastructure health using Splunk and other monitoring tools

Utilize SQL for data validation, troubleshooting, and operational support

Manage incidents, service requests, and problem records using Service Now and Jira

Support Linux-based troubleshooting, scripting, and automation initiatives

Develop and maintain SOPs, operational runbooks, and support documentation

Collaborate with engineering teams, vendors, business stakeholders, and Tenn Care teams to ensure operational excellence

Drive continuous improvement initiatives to enhance production support processes

Required Skills:

Strong experience with IBM Data Power

Experience supporting Managed File Transfer (MFT) environments

Strong knowledge of IBM MQ

Production Support experience in enterprise environments

Experience with Splunk monitoring and analysis

Knowledge of EDI X12 transactions

Strong SQL querying and troubleshooting skills

Experience managing SEV 1, SEV 2, SEV 3, and SEV 4 production incidents

Experience with Incident Management tools such as Service Now and Jira

Strong troubleshooting and root cause analysis skills

Experience working in Linux environments

Excellent communication and stakeholder management skills

Preferred

Skills:

Healthcare domain experience

Medicaid systems experience

Experience with EDI 270/271 transactions

Automation and scripting experience

Experience supporting large-scale integrated enterprise applications

Knowledge of operational governance and service management best practices

Expected Deliverables:

Incident Management Deliverables

Infrastructure Deliverables

Operations and Maintenance Deliverables

Operations and Maintenance Guide

Production Playbook

Root Cause Analysis Documentation

Operational Runbooks and SOPs

Monitoring and Reporting Artifacts

Education Requirement:

Bachelors degree in Information Technology, Computer Science, Engineering, or a related field preferred.

Our Commitment to Diversity & Inclusion:

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