Production Support Director (Healthcare)

Location: Hybrid, Bloomfield, Connecticut, United States

Salary: $203,362–$271,600 per year; an additional anticipated annual range of $163,000–$271,600 may apply depending on experience and geographic location. Eligible for an annual bonus and long-term incentive plan.

Company

hirify.global delivers healthcare and health services through Cigna Healthcare and Evernorth Health Services.

What you will do

• Lead functional and technical analysis to resolve customer-reported issues in mobile and web healthcare applications.
• Own production support activities for customer, employer, provider, and public portals and mobile applications, including multiple GSG applications.
• Coordinate delivery teams, third-party vendors, clients, and technical teams to resolve complex production defects and improve turnaround times.
• Manage product backlogs, prioritize user stories with business partners, and lead Scrum, production defect resolution, and troubleshooting calls.
• Build and manage automated functional monitoring, reporting, dashboards, alerting, retries, rollbacks, runbooks, and escalation workflows.
• Communicate operational readiness, performance metrics, and strategic recommendations to senior IT executives, business partners, and product owners.

Requirements

• Bachelor’s degree in Computer Science or a related field and 5 years of experience in a healthcare application support role.
• Experience managing IT production support for web and mobile healthcare applications and ensuring stability and compliance for HIPAA-sensitive systems.
• Experience building and managing geographically distributed 24x7 support teams for large-scale digital assets.
• Experience with Dynatrace for real user monitoring, API monitoring, and synthetics; Tealeaf and Discover for real-time user analytics; and Splunk for log indexing, monitoring, and reporting.
• Experience implementing automated reporting and dashboards, monitoring ETL and Databricks jobs, and using alerting, runbook-driven remediation, automated retries or rollbacks, and escalation workflows.
• Experience with incident management, including defining Service Level Objectives, categorizing severe incidents, and resolving critical issues.
• Experience managing production support operations under Service Level Agreements for more than 1,000 tickets per week across customer calls, app store complaints, opinion labs, and automated monitoring alerts.
• Experience handling surge traffic and application usage spikes, managing Fortune 500 client relationships, addressing escalated situations with client executives, and providing direct customer support.
• Experience collaborating with vendors across AWS, Okta, and Auth0; supporting third-party security integrations; responding to security breaches and privacy issues; and coordinating with Information Protection and Compliance teams.
• Experience implementing remediation measures for sensitive healthcare data, applying site reliability engineering principles, supporting cloud-based solutions, managing AI-driven customer applications, and handling legal and security audits for government agencies.

Culture & Benefits

• Hybrid work schedule; occasional or permanent home working requires cable broadband or fiber internet with at least 10 Mbps download and 5 Mbps upload speeds.
• Medical, vision, dental, well-being, and behavioral health benefits available from the first day of employment.
• 401(k), company-paid life insurance, tuition reimbursement, at least 18 days of paid time off per year, paid holidays, and leaves of absence.
• Equal employment opportunity and reasonable accommodation support are available.