Description

The Production/Incident Support Lead will be responsible for coordinating the development and implementation of programs and strategies to enhance service delivery to our customers. This role requires extensive communication with end users and account teams, as well as a hands-on approach to managing service level agreements (SLAs) and operational level agreements (OLAs) within a Microsoft technology stack. The ideal candidate must possess strong analytical and listening skills to quickly identify customer pain points while working collaboratively with cross-functional groups.

Company Culture and Environment

The company promotes a culture of continuous learning, teamwork, and accountability. Employees are encouraged to grow and develop their skills, fostering an environment that values professional development and collaboration.

Career Growth and Development Opportunities

This role offers numerous opportunities for career advancement, including leadership responsibilities and the chance to mentor team members. Continuous learning is emphasized, supporting your professional development in a dynamic work environment.

Detailed Benefits and Perks

While specific benefits are not detailed, the emphasis on team-building and professional development implies that supportive training and resources will be provided to help employees succeed in their roles.

Compensation and Benefits

• Competitive salary commensurate with experience
• Opportunities for professional development and continuous training
• Flexible working arrangements to foster work-life balance

Why you should apply for this position today

By applying for this position, you will have the opportunity to significantly impact customer service and operational excellence. You will work in a collaborative environment where your contributions are valued, and you will gain experience in a critical support role within the healthcare industry.

Skills

• Excellent verbal and written communication and interpersonal skills
• Strong analytical skills with high attention to detail
• Ability to manage and understand data regarding incoming case volume
• Proficiency in Microsoft Office products
• Very good knowledge of ASP.NET MVC, C#, and SQL
• Strong leadership abilities and team-building skills
• ITIL certification preferred
• Understanding of the healthcare industry is mandatory

Responsibilities

• Develop, maintain, and manage the release/workstream schedule and dependencies
• Support the creation and management of SLAs and OLAs with operational teams
• Ensure the delivery of business results assigned to releases
• Collaborate with client and internal leadership to define roles and expectations
• Guide and mentor the support team
• Handle and plan shifts as necessary
• Communicate trends in customer behavior to relevant teams
• Conduct one-on-ones with direct reports and motivate team members
• Responsible for training new team members
• Act as point of contact for customer outages and resolution
• Travel required approximately 20%

Qualifications

• Bachelor’s degree in a related field or relevant combination of education and experience
• Ten years of experience in a production support environment with technical expertise
• Three years of supervisory or leadership experience in Information Technology
• Previous managed care or healthcare experience preferred
• Alignment with company values and mission
• Strength in data-driven communication and decision-making

Education Requirements

• Bachelor’s degree in a related field

Education Requirements Credential Category

• Degree in Information Technology or a related discipline preferred, or relevant combination of education and experience.

Experience Requirements

• Minimum of ten years in a production support environment
• Demonstrated supervisory or leadership experience for at least three years
• Experience in healthcare or managed care settings is advantageous

Why work in Rowlett, TX

Rowlett offers a family-friendly atmosphere with access to beautiful parks and lakes, making it an ideal location for those who enjoy outdoor activities. The city boasts a strong sense of community and is conveniently located near Dallas, providing additional opportunities for entertainment, dining, and professional networking.