** ONLY US CITIZENS WILL BE CONSIDERED FOR THIS ROLE **
We are seeking an experienced Lead – Production Support to oversee a small team of 2–3 Level 1 Production Support Engineers within our Production support team. This leader will be responsible for managing the day-to-day operations of the production support function, ensuring timely resolution of issues, and maintaining a high level of system reliability and customer satisfaction.
In addition to management responsibilities, this individual must be technically strong and able to step in and perform Level 1 production support duties when team members are out of office or during high-demand situations.
The ideal candidate has a strong background in Microsoft technologies, Azure cloud services, SQL Server, IIS, and React-based applications, combined with deep knowledge of healthcare industry standards including EDI, HIPAA, CMS compliance, and PHI security.
Key Responsibilities:
Team Leadership & Management
- Lead, mentor, and coach a team of 2–3 Level 1 Production Support Engineers.
- Assign and prioritize daily workload to ensure timely ticket resolution.
- Monitor ticket queues and service levels to ensure compliance with SLAs.
- Foster a customer-first mindset across the team, ensuring business users receive timely, high-quality support.
- Conduct performance reviews, provide regular feedback, and identify training needs for the team.
Hands-On Technical Support
- Act as an escalation point for complex or high-priority production incidents.
- Step in to handle Level 1 support duties, including triaging tickets, performing root cause analysis, and coordinating with Level 2/3 support teams.
- Troubleshoot issues across Microsoft SQL Server, IIS-hosted applications, Azure cloud services, and React-based front-end applications.
- Perform data validation and cleanup tasks in SQL in close partnership with the Data Engineering team.
Healthcare Compliance & Domain Expertise
- Ensure all production support activities comply with HIPAA, PHI, and CMS regulations.
- Oversee and participate in the handling of EDI transactions (e.g., 278, 837i) with payers, trading partners, and healthcare vendors.
- Maintain documentation for support processes, system configurations, and compliance procedures.
Collaboration & Continuous Improvement
- Partners with DevOps, Infrastructure, Application, and Integration teams to resolve issues quickly.
- Identify recurring problems and work with engineering teams to implement long-term solutions.
- Participate in post-incident reviews to improve processes and reduce recurrence.
Required Qualifications
- U.S. citizenship (required for production system access).
- 10+ years of experience in production support or application support, with at least 2 years in a lead or managerial role.
- Strong knowledge of Microsoft SQL Server, IIS, Azure cloud services, and React-based applications.
- Hands-on experience in healthcare technology, including EDI X12 transactions (278, 837i), HIPAA, CMS compliance, and PHI handling.
- Ability to troubleshoot across multiple layers — application, infrastructure, and data.
- Experience managing ticket queues, SLAs, and customer expectations in a fast-paced environment.
Preferred Qualifications
- Experience in Home Health technology or operations.
- Familiarity with ITIL practices for incident and problem management.
- Prior experience working with payers, trading partners, and healthcare vendors.
tango provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. tango will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship.