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About the Role
We are seeking an experienced Application / Production Support Manager to lead the support, stability, and performance of mission-critical business applications and production systems. This role is responsible for ensuring high availability, operational excellence, and rapid incident resolution while providing leadership to a team of application support professionals. The ideal candidate is both a strategic leader and a hands-on technical expert who thrives in fast-paced, 24x7 environments. You will work closely with infrastructure, development, security, vendors, and business stakeholders to ensure applications remain reliable, secure, and performant.
Responsibilities
- Lead day-to-day application and production support operations.
- Ensure availability, performance, and reliability of business-critical applications and services.
- Monitor production environments and proactively address issues before they impact users.
- Coordinate support activities across internal technology teams and third-party vendors.
- Manage support coverage, escalation procedures, and on-call support processes.
- Lead Major Incident Management (MIM) activities and coordinate rapid service restoration.
- Drive root cause analysis (RCA) efforts and implement long-term corrective actions.
- Track recurring incidents and identify opportunities for permanent remediation.
- Ensure compliance with Incident, Problem, Change, and Release Management processes.
- Facilitate post-incident reviews and continuous improvement initiatives.
- Define, monitor, and report on service-level agreements (SLAs), KPIs, and operational metrics.
- Proactively follow up on persistent production issues through remediation and resolution.
- Drive service improvement initiatives focused on system reliability, scalability, and efficiency.
- Ensure adherence to operational standards, governance requirements, and regulatory obligations.
- Lead, mentor, and develop a team of application support engineers and analysts.
- Foster a culture of accountability, collaboration, customer service, and continuous learning.
- Support recruiting, onboarding, training, and career development activities.
- Establish clear performance expectations and operational objectives.
- Partner with development teams during deployments, upgrades, and releases.
- Review production readiness and support transition-to-operations activities.
- Participate in change management and release management processes.
- Maintain support documentation, runbooks, knowledge articles, and operational procedures.
- Serve as the primary point of contact for production support matters.
- Communicate outages, risks, mitigation plans, and operational updates to leadership.
- Collaborate with Infrastructure, Security, Development, PMO, and business teams.
- Manage relationships with software vendors, service providers, and external partners.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education, certifications, training, and experience.
- 7+ years of IT experience with at least 3 years in Application Support, Production Support, or Service Operations leadership.
- Experience supporting enterprise applications in a 24x7 production environment.
- Strong SQL skills for data validation, troubleshooting, root cause analysis, and production support.
- Experience with Incident, Problem, Change, and Release Management processes.
- Strong analytical, troubleshooting, and problem-solving abilities.
- Excellent communication, leadership, and stakeholder management skills.
- Experience coordinating cross-functional teams during high-priority incidents.
- ITIL Foundation or ITIL Managing Professional certification.
- Experience in healthcare, health systems, hospitals, payer organizations, or life sciences environments.
- Knowledge of HIPAA and healthcare regulatory requirements.
- Experience supporting clinical, operational, and business applications.
- Experience supporting Electronic Health Records (EHR), Claims Processing, Revenue Cycle, or other healthcare platforms.
- Familiarity with application monitoring, observability, and service management tools.
Skills
- SQL
- Incident Management
- Problem Management
- Change Management
- Release Management
- Application Support
- Production Support
- Service Operations
- Leadership
- Stakeholder Management
- Analytical Skills
- Troubleshooting
- Problem-Solving
- Communication Skills
- ITIL
- HIPAA
- Application Monitoring
- Observability
- Service Management Tools
Location
- New York Metro Area
Work Type
- Hybrid
- Onsite
- Full-Time
Experience Level
- Senior Management
Education Level
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Equivalent combination of education, certifications, training, and experience
Benefits
- Competitive compensation
- Benefits
- Career advancement opportunities
About the Company
- Lead mission-critical applications and services that directly support business operations.
- Work with modern technologies and enterprise-scale environments.
- Collaborate with talented technical and business teams.
- Grow your leadership impact while remaining hands-on with technology.
- Join a team committed to operational excellence, reliability, and exceptional service delivery.