Manager, Application Production Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the operations for application production support to guarantee stability, availability, and performance of applications.

• Manage and develop the application support team.

• Supervise the resolution of production incidents and oversee problem management activities.

• Monitor service performance and promote initiatives for continuous improvement.

• Collaborate with business, technical, and vendor stakeholders to enhance operational effectiveness and production readiness.

• Ensure adherence to organizational, security, regulatory, and IT service management standards.

• Act as an escalation point for application support concerns and relay operational impacts to stakeholders and leadership.

• Execute other job-related responsibilities as assigned.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Information Technology, or a related field is required.

• Equivalent years of relevant work experience may be accepted in place of the required education.

• A minimum of seven (7) years of experience in information technology is required.

• At least three (3) years of leadership experience is preferred.

• Experience in supporting enterprise applications and production environments is necessary.

• Familiarity with IT service management practices including incident, problem, change, and release management is required.

• Proven experience in leading complex issue resolution and initiatives for continuous improvement is necessary.

• Experience in healthcare or managed care is preferred.

• Strong leadership and employee development capabilities.

• Excellent analytical, problem-solving, and decision-making skills.

• Proficient verbal and written communication skills.

• Ability to effectively collaborate with both business and technical stakeholders.

• Knowledge of application production support and IT service management practices.

• Capability to manage multiple priorities and adhere to deadlines.

• Strong organizational and project coordination abilities.

• Understanding of healthcare technology, security, and regulatory requirements.

• Aptitude for driving process improvement and achieving operational excellence.

• ITIL Foundation, ITIL Managing Professional, or similar IT service management certification is preferred.

• Relevant certifications in technical fields, cloud, database, security, or service management are preferred.

• Availability to work additional hours and/or outside of normal business hours may be required.

• Participation in an on-call or production escalation rotation may be necessary.

🏝️ Benefits

• Bonus linked to company and individual performance may be available.

• A comprehensive total rewards package.

• Support for employee total well-being.

• Travel is generally not required.