Production Support Analyst

Location:

Hartford County, Connecticut (Onsite)

• 6+ years of experience as a Production support and Incident management with 2+ years of exp in Health Care domain
• Demonstrates strong attention to detail in incident handling, documentation, root cause analysis (RCA), and follow up tasks.
• Skilled in escalation communication and post incident reporting.
• Advanced knowledge in Quickbase application configuration, administration, workflows, automations, integrations, dashboards, and data structure.
• Ability to troubleshoot performance issues, workflow failures, and integration problems.
• Experience implementing enhancements, optimizing Quickbase apps, and maintaining governance standards.
• Understands how individual applications tie into the overall contact center ecosystem (IVR, CRM, telephony, middleware, reporting tools).
• Strong troubleshooting and diagnostic abilities to identify patterns across outages.
• Ability to work with cross functional teams to propose and implement resiliency and stability improvements.
• Maintains clear documentation, action logs, and updates throughout an incident lifecycle.
• Consistently drives items to closure, ensuring accountability across stakeholders.
• Responds rapidly to shifting priorities, escalating issues as required.
• Experience supporting mission critical applications in a high volume contact center environment.
• Ability to handle L2/L3 ticket triage, root cause analysis, and resolution.
• Familiarity with standard ITSM tools (Service Now, Remedy, Jira, etc.).
• Ensures documentation is updated promptly after changes or incidents.
• Works efficiently with infrastructure, networking, telephony, and application teams.
• Strong stakeholder management and follow through.

• Provide timely production support aligned to SLA expectations, professional communication with business stakeholders, IT teams, and leadership.
• Conduct and document root cause analyses for recurring or critical incidents.
• Identify and recommend resiliency improvements within the ecosystem.
• Maintain Quickbase applications, enhancements, and operational updates.
• Drive incident trend reviews and monthly service reports.
• Maintain all documentation, runbooks, and operational workflows
• Highly organized with the ability to track and follow up on multiple open items across teams.
• Ensures accuracy in data, logs, analysis, and workflow interpretation.
• Capable of translating complex technical issues into understandable summaries.
• Able to zoom out for strategic context and zoom in for precise root cause analysis.
• Skilled in correlating incidents, logs, metrics, and user impacts to pinpoint systemic issues.

Regards

Talent Acquisition Group – Strategic Recruitment Manager