Application / Production Support ManagerLocation: Hybrid / Onsite (New York Metro Area)
Job Type: Full-Time
Experience Level: Senior Management
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 ResponsibilitiesProduction 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.
Apply today to join a team committed to operational excellence, reliability, and exceptional service delivery. 
