Production Support Analyst

About Apexon:

Apexon is a digital-first technology services firm specializing in accelerating business transformation and delivering human-centric digital experiences. We have been meeting customers wherever they are in the digital lifecycle and helping them outperform their competition through speed and innovation.

Apexon brings together distinct core competencies in AI, analytics, app development, cloud, commerce, CX, data, DevOps, IoT, mobile, quality engineering, and UX, along with deep expertise in BFSI, healthcare, and life sciences, helping businesses capitalize on the unlimited opportunities digital offers.

Our reputation is built on a comprehensive suite of engineering services, a dedication to solving clients' toughest technology problems, and a commitment to continuous improvement. Backed by Goldman Sachs Asset Management and Everstone Capital, Apexon has a global presence across four continents.

We enable #HumanFirstDIGITAL

We are hiring for a Production Support Analyst for a remote opportunity.

Role: Production Support Analyst

Location: Remote

Position: 1

Role Overview:

We are seeking an experienced Production Support Analyst to support ISL program and help ensure the reliability, stability, and performance of mission-critical Medicaid systems. The ideal candidate will possess strong production support experience, incident management expertise, and hands-on knowledge of IBM technologies, DataPower, MQ, MFT, Splunk, and EDI transactions. This role requires a proactive problem solver who can lead incident response efforts, improve operational processes, and collaborate across technical and business teams.

Key Responsibilities:

• Lead real-time system monitoring and proactive incident management activities

• Drive production support operations and ensure high availability of critical applications and services

• Manage and triage Production Issues including SEV 1, SEV 2, SEV 3, and SEV 4 incidents

• Troubleshoot and resolve issues related to IBM DataPower, MQ, Managed File Transfer (MFT), EDI transactions, and integrated systems

• Perform root cause analysis and develop preventive measures to improve system reliability

• Support production deployments and operational readiness activities

• Monitor application and infrastructure health using Splunk and other monitoring tools

• Utilize SQL for data validation, troubleshooting, and operational support

• Manage incidents, service requests, and problem records using ServiceNow and Jira

• Support Linux-based troubleshooting, scripting, and automation initiatives

• Develop and maintain SOPs, operational runbooks, and support documentation

• Collaborate with engineering teams, vendors, business stakeholders, and TennCare teams to ensure operational excellence

• Drive continuous improvement initiatives to enhance production support processes

Required Skills:

• Strong experience with IBM DataPower

• Experience supporting Managed File Transfer (MFT) environments

• Strong knowledge of IBM MQ

• Production Support experience in enterprise environments

• Experience with Splunk monitoring and analysis

• Knowledge of EDI X12 transactions

• Strong SQL querying and troubleshooting skills

• Experience managing SEV 1, SEV 2, SEV 3, and SEV 4 production incidents

• Experience with Incident Management tools such as ServiceNow and Jira

• Strong troubleshooting and root cause analysis skills

• Experience working in Linux environments

• Excellent communication and stakeholder management skills

Preferred Skills:

• Healthcare domain experience

• Medicaid systems experience

• Experience with EDI 270/271 transactions

• Automation and scripting experience

• Experience supporting large-scale integrated enterprise applications

• Knowledge of operational governance and service management best practices

Expected Deliverables:

• Incident Management Deliverables

• Infrastructure Deliverables

• Operations and Maintenance Deliverables

• Operations and Maintenance Guide

• Production Playbook

• Root Cause Analysis Documentation

• Operational Runbooks and SOPs

• Monitoring and Reporting Artifacts

Education Requirement:

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field preferred.

Our Commitment to Diversity & Inclusion:

Did you know that Apexon has been Certified™ by Great Place To Work® in multiple global regions. Apexon is committed to being an equal opportunity employer and promoting diversity in the workplace. We take affirmative action to ensure equal employment opportunity for all qualified individuals. Apexon strictly prohibits discrimination and harassment of any kind and provides equal employment opportunities to employees and applicants without regard to gender, race, color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by law.

Our Commitment to Environment:

Actively contribute to Apexon's commitment to environmental responsibility by following sustainable practices and supporting ESG initiatives.

Our Perks and Benefits:

Our benefits and rewards program has been thoughtfully designed to recognize your skills and contributions, elevate your learning experience, and provide care and support for you and your loved ones.

We also offer:

• Health Insurance with Dental & Vision

• 401(k) Plan

• Life Insurance, STD & LTD

• Paid Vacations & Holidays

• Continuous Learning and Career Development Opportunities