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.
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.
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.
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.
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.