Application Production Support Manager

Application / Production Support Manager

Location: 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.

• 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.

• Bachelors 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.

• 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.

• 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.