Application / Production Support Manager

Lincoln IT•New York, NY

6d•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.