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.