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.