Manager, Application Production Support

CareSource•Dayton, OH

1d•$94,100 - $164,800

About The Position

The Manager, Application Production Support is responsible for managing the support, maintenance, and performance of business-critical applications and production environments supporting ESH operations. This role leads application support staff and support processes, including incident management, problem resolution, production monitoring, service performance, and continuous improvement initiatives. The manager partners with technical and business stakeholders to ensure application reliability, operational effectiveness, regulatory compliance, and a positive end-user experience. The position requires a bachelor's degree in Computer Science, Information Technology, or a related field, though equivalent years of relevant work experience may be accepted in lieu of the required education. Seven years of information technology experience and experience supporting enterprise applications and production environments are required. Experience with IT service management practices and leading complex issue resolution and continuous improvement initiatives is also required. Three years of leadership experience, healthcare or managed care experience, and relevant certifications are preferred. The work is performed in a general office environment. The employee may need to sit or stand for extended periods, work additional hours or outside normal business hours to meet deadlines, and participate in an on-call or production escalation rotation. Travel is not typically required. The compensation range is $94,100 to $164,800, with possible eligibility for a bonus tied to company and individual performance, along with a comprehensive total rewards package.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent years of relevant work experience may be accepted in lieu of the required education.
Seven years of information technology experience.
Experience supporting enterprise applications and production environments.
Experience with IT service management practices, including incident, problem, change, and release management.
Experience leading complex issue resolution and continuous improvement initiatives.
Effective leadership and employee development skills.
Strong analytical, problem-solving, and decision-making abilities.
Strong verbal and written communication skills.
Ability to collaborate effectively with business and technical stakeholders.
Knowledge of application production support and IT service management practices.
Ability to manage multiple priorities and meet deadlines.
Strong organizational and project coordination skills.
Knowledge of healthcare technology, security, and regulatory requirements.
Ability to drive process improvement and operational excellence.

Nice To Haves

Three years of leadership experience.
Healthcare or managed care experience.
ITIL Foundation, ITIL Managing Professional, or a comparable information technology service management certification.
Relevant technical, cloud, database, security, or service-management certifications.

Responsibilities

Lead application production support operations to ensure application stability, availability, and performance.
Manage and develop application support staff.
Oversee production incident resolution and problem management activities.
Monitor service performance and drive continuous improvement initiatives.
Partner with business, technical, and vendor stakeholders to support operational effectiveness and production readiness.
Ensure compliance with organizational, security, regulatory, and IT service management requirements.
Serve as an escalation point for application support issues and communicate operational impacts to stakeholders and leadership.
Perform other job-related duties as requested.