About the role
Application / Production Support Manager
Location: Hybrid / Onsite (New York Metro Area) Job Type: Full-Time Experience Level: Senior Management
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.
Key Responsibilities
Production Support & Operations
* 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.
Incident & Problem Management
* 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.
Service Delivery & Operational Excellence
* 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.
Team Leadership & Development
* 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.
Application Lifecycle & Release Support
* 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.
Stakeholder Management
* 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.
Required Qualifications
* 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.
Preferred Qualifications
* 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.
What Success Looks Like
* Consistently meeting or exceeding SLA and operational performance targets. * Reduction in recurring production issues through proactive problem management. * Improved application stability, availability, and customer satisfaction. * Strong collaboration across technology and business teams. * Effective leadership of a high-performing support organization.
Why Join Us?
* 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. * Competitive compensation, benefits, and career advancement opportunities.
Apply today to join a team committed to operational excellence, reliability, and exceptional service delivery.