Application Support Lead / Application Architect

Job Description

A healthcare payor client is seeking an Application Support Lead / Application Architect to provide technical leadership for their mission-critical, highly customized Jiva production environment. This individual will serve as the senior technical escalation point, help mature the production support model, and eventually provide technical oversight to the Application / Production Support Engineers. This is a hands-on leadership role combining application architecture, production support, incident management, operational reporting, and continuous improvement. Key Responsibilities

• Serve as the senior technical owner and escalation point for Jiva production support.
• Lead troubleshooting and root cause analysis for complex production incidents.
• Understand the end-to-end Jiva ecosystem, including applications, databases, integrations, batch jobs, file loads, and downstream dependencies.
• Oversee application health monitoring, incident/service request processes, and batch/job support.
• Lead knowledge transfer and develop SOPs, runbooks, escalation procedures, and support documentation.
• Analyze incidents, requests, root causes, SLA/KPI performance, and recurring trends.
• Lead monthly operational reviews and identify opportunities for automation and proactive issue reduction.
• Provide technical guidance and mentorship to support engineers and help prioritize team workload.
• Partner with application, database, infrastructure, business, and vendor teams on production issues and platform improvements.
• Support Jiva upgrades, stabilization efforts, and other strategic platform initiatives.

Skills and Requirements

• 8+ years of application support, application architecture, production operations, or related experience.
• Experience as a Technical Lead, Application Architect, Application Support Lead, or senior production support SME.
• Strong SQL/data troubleshooting skills.
• Experience supporting complex enterprise applications, integrations, batch processes, and scheduled jobs.
• Strong incident management, RCA, documentation, and problem-solving experience.
• Experience mentoring or providing technical direction to other engineers.
• Jiva/ZeOmega and healthcare payer experience strongly preferred.
• Experience with Tidal Experience with Facets, PHI-sensitive environments,

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].