Production Support Analyst

Job Description

Production Support Analyst | American Integrity Insurance

The Tone:
This is a full-time role at American Integrity Insurance, located in Tampa, FL. American Integrity Insurance is a leading provider of homeowners insurance, serving hundreds of thousands of policyholders across the Southeast. In this critical role, you will be the frontline support for our internal applications and connected APIs, ensuring smooth operations and swift resolution of technical issues to maintain the integrity and availability of our systems.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Tampa, FL

• Mission: This person ensures the smooth operation and swift resolution of technical issues for internal applications and connected APIs.
• Tech Stack: JIRA, SQL, Microsoft Office products

What You’ll Actually Do
• Manage Tickets: Manage and prioritize production support and help desk ticket queues, ensuring timely triage, resolution, and escalation of incidents.
• Investigate Defects: Investigate, analyze, document, and resolve production defects, performing root cause analysis and partnering with development teams for permanent fixes.
• Support Deployments: Coordinate and execute system releases across various environments (DEV, UAT, PROD) to support deployment activities.
• Document Solutions: Create and maintain technical and process documentation related to known issues, system workflows, and resolutions.
• Improve Systems: Identify opportunities for system and workflow improvements and partner with IT and business teams to implement enhancements and track recurring issues for long-term corrective actions.

The Must-Haves
• Background: Bachelor’s Degree in Information Technology, Computer Science, Business, or a related field, or an equivalent combination of education and experience. This is an early career role.
• Experience: Two (2) to four (4) years of experience in application support, production support, help desk, or technical support roles.
• Skills: Strong incident management and ticket triage experience; Working knowledge of SQL querying and basic database troubleshooting; Familiarity with API integrations and troubleshooting system-to-system communication issues; Ability to perform root cause analysis and document findings clearly; Excellent written and verbal communication skills.
• Bonus: Experience in Property & Casualty (P&C) Insurance; Experience working in Agile or structured SDLC environments.