Application Support Lead – FACETS

Experience

8+ Years

Job Summary

We are looking for an experienced Application Support Lead with solid expertise in Healthcare IT and the TriZetto FACETS platform. The role involves managing critical production incidents, FACETS diagnostics, batch processing, problem management, RCA, ITSM governance, and production support in a 24x7 workplace.

Key Responsibilities

Production Support & Incident Management

- Own resolution of P1/P2 production incidents and deliver RCA within 24 hours of resolution.
- Perform advanced FACETS module diagnostics and execute approved SQL/script fixes within the change control framework.
- Manage production issues and ensure timely resolution in accordance with defined SLAs.
- Communicate business impact, resolution progress, and recovery status to stakeholders.

FACETS & Database Support

- Troubleshoot FACETS application and module-related issues.
- Develop and execute SQL/PL-SQL scripts for approved production fixes.
- Work with PL/SQL, Oracle, SQL Server, SSIS, C, and .NET.
- Perform technical analysis and support application stability and performance.

Batch Management

- Manage FACETS batch failures end-to-end.
- Perform job dependency analysis, failure triage, and restart activities.
- Execute batch recovery procedures and maintain batch runbooks.
- Work with Autosys for batch scheduling and monitoring.

ITSM & Change Management





- Manage the complete ServiceNow ITSM incident lifecycle (P1–P4).
- Participate in problem management, KEDB governance, and Change Advisory Board (CAB) activities.
- Provide production risk assessments.
- Support the 30-day post-deployment warranty period.

Knowledge Management & Shift-Left

- Maintain and enhance the Known Error Database (KEDB).
- Develop and maintain technical runbooks.
- Enable L1 teams through shift-left support and knowledge transfer.

SLA, Compliance & Operations

- Ensure SLA compliance and production support standards.
- Support audit readiness and incident management processes.
- Operate effectively in a 24x7 production support environment.

Mandatory Skills

FACETS | Production Support | PL/SQL | Oracle | SQL Server | SSIS | C | .NET | ServiceNow | Autosys | Incident Management | Problem Management | KEDB | CAB

Preferred Skills

FACETS Production Support | Batch Management | Azure | ITIL/ITSM | RCA | Change Management | Shift-Left Support | 24x7 Operations

Qualifications & Experience

- 8+ years of experience in Healthcare IT and FACETS.
- Strong hands-on experience in FACETS application support.
- Experience managing P1/P2 incidents and production environments.
- Strong knowledge of SQL/PL-SQL, databases, batch processing, and ITSM processes.
- Experience working in a 24x7 production support environment.

Pay: ₹60,000.00 - ₹100,000.00 per month

Work Location: In person

📌 Application Support Lead – FACETS(Associate III - Production Support) (Thiruvananthapuram)
🏢 Knowledge Artisans Private
📍 Thiruvananthapuram