Production Support Analyst

Overview

The Production/Application Support Analyst is responsible for ensuring the stability, availability, and performance of enterprise applications and database systems used across Business Operations. This role provides hands-on technical support for critical production processes, troubleshoots application and database issues, supports deployments, and works closely with engineering, operations, and infrastructure teams to maintain seamless system functionality.

The analyst will diagnose and resolve technical issues, optimize SQL queries, and guide users through resolutions for known issues.

Responsibilities

• Strong hands-on experience with Oracle database and SQL, including querying, debugging, joins, stored procedures, and data validation.
• Experience working with Red Hat OpenShift, Kubernetes, or similar containerized environments.
• Working knowledge of Java-based applications, including ability to analyze Java logs, understand JVM-related issues, interpret stack traces, and collaborate with developers on Java application fixes
• Strong understanding of logs, monitoring tools, and application performance metrics for root-cause analysis.
• Hands-on experience with application deployments, CI/CD pipelines, job scheduling, and configuration updates.
• Review deployment logs, troubleshoot failures, and implement corrective actions.
• Coordinate with Development, QA, and Infrastructure teams to plan and execute releases.
• Familiarity with Linux/Unix commands and shell-level troubleshooting.
• Experience using Jira for incident, problem, and change management.
• Monitor overall application health, scheduled jobs, data processing flows, and system alerts.
• Use monitoring tools to ensure system stability, uptime, and responsiveness.
• Proactively identify recurring issues, recommend long‑term fixes, and help implement permanent solutions.
• Assist in capacity reviews, performance baselining, and identification of performance bottlenecks.
• Ensure appropriate rollback strategies, backup procedures, and recovery plans are documented and followed.

Other Related Responsibilities

• Maintain a complete and up‑to‑date production support documentation library, including SOPs, troubleshooting guides, and knowledge articles.
• Work closely with product owners, engineering, and business teams to understand requirements and deliver high‑quality support.
• Recommend enhancements for system performance, automation, user experience, and overall support efficiency.
• Assist in user onboarding, training, release communication, and workflow improvements.
• Implement and support ITIL-aligned processes (Incident, Problem, Change Management).
• Participate in organizational and IT‑driven projects, contributing expertise in production operations.
• Drive continuous improvement with a focus on operational excellence and service quality.

Qualifications

• Experience working with or supporting ITIL processes.
• Excellent troubleshooting, analytical, communication, and interpersonal skills.
• Ability to work during off-hours as needed and handle production‑related urgency.
• Strong teamwork and a willingness to share knowledge with peers.
• Proficiency in Microsoft Office tools (Word, Excel, PowerPoint).
• Ability to work independently and collaboratively.
• Ability to manage multiple priorities and meet deadlines.
• Strong desire and aptitude for learning new technologies.
• Demonstrated alignment with Cotiviti core values: Integrity, Client Focus, Teamwork, Accountability, Performance Excellence, and Continuous Improvement.

Integrity

• Our Clients
• Our Team
• Accountability
• Performance Excellence
• Continuous Improvement

MINIMUM QUALIFICATIONS

• Bachelor’s degree in information technology, Computer Science, or equivalent experience.
• 3 to 8 years of experience supporting enterprise applications in a production environment.

JOB DEMANDS

• On‑call availability, including carrying a mobile device and responding during off-hours.
• Ability to sit and work at a computer for extended periods.
• Flexibility to work evenings and weekends when required for deployments or critical support activities.