Application / Production Support Manager

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.