Enterprise Products Support Lead

Introduction

Maryland Benefits (MD Benefits) is a dynamic, cloud-based platform. This enterprise-wide digital service allows organizations to build, test, host, operate, and integrate mission-driven applications, data, and emerging technologies. MD Benefits offers cloud-based Platform-as-a-Service (PaaS) capabilities, a shared data architecture, and product development services, all developed by the State of Maryland to help multiple agencies deliver and manage health, human, and social service benefits and programs. On July 1, 2025, the operation of the MD Benefits shared platform and statewide applications transitioned from the Department of Human Services (DHS) to the Department of Information Technology (DoIT).

***This is a contractual position, with limited benefits***

***All hires need to be eligible to work in the U.S., either as a U.S. Citizen or those who have a Permanent Resident or green card, as the state of Maryland does not have the ability to sponsor employees***

***Applicants are required to submit an up-to-date and accurate resume.***

Main Purpose

The Enterprise Products Support Lead serves as the senior technical authority and owner for the portfolio of critical enterprise software products that underpin the Maryland Benefits Platform. This individual provides expert-level, hands-on support, and is responsible for the complete operational lifecycle—including advanced configuration, performance tuning, and version management—of these key applications. Acting as the primary liaison with software vendors and the final point of technical escalation, the Lead ensures these essential products are stable, secure, and optimally integrated within the platform's AWS environment.

Responsibilities

The responsibilities of an Enterprise Products Support Lead include, but are not limited to the following duties:

• Advanced Product Support & Troubleshooting (Tier 3): Serves as the final escalation point for complex technical issues related to core enterprise products, such as HashiCorp Consul, GoAnywhere MFT, the Enterprise Service Bus (ESB), and API Gateways. Performs deep-dive diagnostics, root cause analysis, and resolution for the most challenging product-related incidents and problems.
• Product Lifecycle Management: Owns and executes the entire lifecycle for assigned products, including planning, testing, and deploying version upgrades, feature enhancements, and critical security patches. Maintains the product roadmap from an operational perspective, ensuring products remain in a supported state and align with platform needs.
• Vendor Management & Liaison: Acts as the primary technical point of contact for enterprise product vendors (e.g., HashiCorp). Manages the vendor support process by opening, tracking, and escalating support cases to ensure timely and effective resolution from external partners.
• Configuration & Performance Tuning: Manages the advanced configuration of all supported products to ensure they are optimized for the platform's specific performance, security, and availability requirements. Proactively monitors product health and performance, tuning parameters and resource allocations to prevent incidents and improve efficiency.
• Knowledge Transfer & Mentorship: Develops and maintains deep technical documentation, runbooks, and knowledge base articles for supported products. Mentors and trains the general operational support teams (e.g., the Agency PaaS Support team) on Tier 1 and Tier 2 troubleshooting to improve overall team capability.
• Integration & Platform Alignment: Collaborates with Cloud and PaaS Engineering teams to ensure products are seamlessly and resiliently integrated with the underlying AWS infrastructure and services like EKS. Validates that all products are correctly integrated into the platform-wide monitoring, logging, and security frameworks.

Minimum Qualifications

Education:

• A Bachelor’s degree from an accredited college or university.
• Experience:
• At least seven (7) years of experience in administrative or professional work, including three (3) years of experience in managing programs or projects.
• Proven ability to interact effectively with internal and external customers at all levels including technical team and business users.

Substitutions:

• Additional experience in administrative or professional work may be substituted on a year-for-year basis for the required education.
• A Master’s degree or higher may be substituted for one year of the required general experience.