Production Support Director- Hybrid
Core
Lead production support operations for complex healthcare mobile and web applications, ensuring stability, compliance, and rapid resolution of critical issues for internal and external customers.
Role type
Senior IC Production Support Director
Builds
Stable, compliant healthcare digital platforms (myCigna, Envoy, Cigna.com) serving patients, providers, and employers
Domain
Healthcare / IT Operations / Cloud Infrastructure
Required skills
Production support leadership, Incident management, Service Level Agreement (SLA) management, Cloud infrastructure (AWS), Security compliance (HIPAA), Vendor management, Stakeholder communication, Team leadership, Automation scripting, Log analysis (Splunk)
Preferred skills
Site reliability engineering (SRE) principles, AI-driven application support, Geographically distributed team management
Technologies
AWS, Okta, Auth0, Dynatrace, Tealeaf, Discover, Splunk, Databricks, ETL
Responsibilities
Lead functional/technical analysis for customer-reported issues; Troubleshoot issues across delivery teams and third-party vendors; Manage automated scripts for functional monitoring; Liaise between technical teams for complex architecture problems; Provide product backlog management and prioritize user stories; Lead daily Scrum and Production Defect Resolution calls; Hold accountability for all production activities for GSG applications; Facilitate communication to drive efficiency and quality resolution of defects; Manage production support operations meeting SLAs for high ticket volumes; Handle surge traffic during peak periods; Manage Fortune 500 client relationships; Collaborate with vendors for operational support; Respond to security breaches and privacy issues; Implement remediation measures for sensitive data; Support cloud-based and AI-driven applications; Handle legal and security audits; Communicate operational readiness and metrics to senior executives.
Seniority
Senior, hands-on IC with leadership responsibilities
