About this opportunity
LincolnIT LLC lists this Application / Production Support Manager opportunity in new york, New York. Review the employer’s description below for duties, qualifications and application requirements.
Job description
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.
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Worksite address
new york, NY, 10261, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.