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What We Need
At BCBSMA, we are seeking an experienced Lead Full Stack Engineer to join our dynamic support team, where your expertise will be pivotal in ensuring the seamless operation and support of our cutting-edge portfolio of healthcare software solutions. This role represents a strategic succession plan for the outgoing Support Leader, presenting a clear path for career advancement into management for the right candidate. By demonstrating exceptional performance, you'll gain invaluable leadership experience and position yourself for future growth within our organization. As a seasoned professional, you will showcase a proven track record of successful operation support and deep expertise in supporting multiple applications across both on-premises and cloud technology stacks with a focus on API/EDI/EDA integration. Your unwavering commitment to troubleshooting and problem-solving excellence will play a crucial role in maintaining the integrity and performance of our healthcare systems.
In this key role, you will not only oversee technical support operations but will also actively contribute to the strategic direction of our support services. Your ability to evaluate, enhance, and optimize existing processes will be crucial in ensuring the support team operates at peak efficiency. As a forward-thinking resource, you will be an integral part of our commitment to continuous improvement and evolution of our technology platform, staying ahead of the industry trends, and fostering a culture of innovation within our Support operations.
This role is eligible for our Flex persona.
Your Day to Day
- Oversee the resolution of complex technical issues, ensuring timely and effective support for consumers.
- Collaborate with team members to address escalated technical challenges.
- Maintain a high level of familiarity with BCBSMA IT system/business application capabilities.
- Participate in Change Advisory Board (CAB) meetings to discuss, review and approve proposed changes.
- Facilitate discussions on potential impacts and risk mitigations.
- Manage end-to-end incident management process, from initial ticket triage to prioritization and resolution.
- Develop and update comprehensive documentation for support processes and troubleshooting procedures.
- Foster a culture of knowledge sharing within the team and contribute to creating training programs.
- Implement and manage advanced tools for monitoring system performance.
- Collaborate to enhance the implementations of Splunk APM and Splunk log aggregation to improve visibility and reliability across all our platforms.
- Collaborate with Security and Network Teams to further the implementation of automating certificate rotations on our platforms.
- Develop and evangelize automation with the team to optimize operational processes.
- Proactively identify potential issues and work collaboratively to maintain optimal service level agreements.
- Collaborate seamlessly with Engineering teams, providing insights to escalate and resolve complex issues.
- Contribute valuable input for product improvement based on support experiences.
- Ensure all support activities align with compliance standards and security protocols.
- Implement and enforce security best practices within the support operations.
- Generate and analyze support-related KPIs and reports.
- Use data-driven insights to identify trends, areas for improvement, and opportunities for proactive support.
- Collaborate with external vendors to address technical challenges and enhance system capabilities.
- Lead and inspire the team, providing guidance and mentorship to ensure high performance.
*This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties.
We’re Looking for:
- Proficient in supporting applications across both cloud (AWS – Preferred, Azure, GCP) and On-premises (WebSphere Application Server, IBM Integration Broker, MQ etc) technology stack.
- Proficient in containerization technologies such as Open Shift and VMware Tanzu Application Service for VMs (TAS for VMs).
- Proficient in supporting APIs and EDI transactions (27x, 83x etc).
- Proficient in Change management process ensuring minimal disruption and maintaining stability of systems.
- Proven ability to assess the potential impact/risks associated with proposed changes and development of risk mitigation strategies.
- Solid understanding of Information Security principles and Defense in Depth framework.
- Deep understanding of containerization and orchestration – Docker, Kubernetes and OpenShift.
- Experience in scripting and programming languages like Bash, Shell scripting, PowerShell etc.
- Knowledge and experience with CI/CD tools, frameworks, and methodologies like Jenkins, Maven, Jira, ServiceNow, GitLab, Junit, Blue/Green etc.
- Experience in managing end-to-end incident processes across all platforms.
- Ability to prioritize incidents based on impact and urgency, ensuring timely resolution.
- Experience using ServiceNow for incident management.
- Experience working with monitoring and performance tools like Splunk, Datadog or Dynatrace.
- Experience in configuration management and automation tools like Ansible, Chef etc.
- Extensive experience with popular DBMS such as Oracle, PostgreSQL, DynamoDB etc.
- Experience with the Atlassian Tools such as JIRA/Confluence.
- Demonstrated ability to quickly grasp new technologies.
- Must be action-oriented, capable of multitasking well based on priorities.
- Strong team player who enjoys working in a fast-paced, dynamic environment.
- A self-starter with proven networking skills required to be successful in this role.
- Experience with Agile/Scrum methodologies.
What You Bring:
- Bachelor’s degree in computer science or equivalent is required.
- 10+ years of technology experience. Minimum 8 years of hands-on experience in supporting technology stack (Java, Spring/SpringBoot, databases etc) and platforms (Kubernetes, TAS, OCP, etc).
- Minimum 8 years of hands-on experience supporting REST APIs including microservices architecture and other middleware, event-driven development tools & components (MQ, KAFKA, SOA, ESB).
- 4 plus years of experience supporting applications in AWS Cloud or equivalent & API Gateways (Apigee preferred).
- 4 plus years of implementation experience using DevSecOps tools to build CI/CD pipelines.
- Experience modernizing legacy applications and redesign of monolithic apps.
- Understanding of EDI transactions (Eligibility, Claims, enrollment, authorization etc), standards (X12, EDIFACT) and experience troubleshooting failed transactions.
- Knowledge of API security standards and implementation (Active Directory Federation, LDAP, OAuth 2.0, JWT, OpenID, SAML, ClientID/Secret).
- Experience on incident management and compliance requirements.
- Experience working in an agile work environment.
- Experience in leading, mentoring teams and fostering a collaborative and inclusive team environment.
- Understanding security best practices is preferred.
- Technology certifications preferred.
- Agile certifications are a plus.
Location: Boston
Time Type: Full time
Salary Range: $138,870.00 - $169,730.00
High school degree or equivalent required unless otherwise noted above.
It is our mission at Blue Cross Blue Shield of Massachusetts to foster a culture that enables associates to do their best work while living happy and healthy lives. That's why we offer you a variety of ways to support your best physical, emotional, financial, and social well-being. For more information on our benefit offerings, visit here.
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