Application / Production Support Manager

LincolnIT; New York (NY); Hybrid; USD 150,000 - 190,000; Full time

Job summary

LincolnIT is seeking an experienced Application / Production Support Manager to lead the support, stability, and performance of mission-critical business applications and production systems in a Hybrid/New York Metro area environment. The role requires strategic leadership with hands-on technical expertise in 24x7 operations, incident management, and process improvement.

You will guide a team of application support professionals, collaborate with infrastructure, development, security, vendors,

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 7+ years in IT with at least 3 years in Application/Production Support leadership.
• Experience supporting enterprise applications in a 24x7 production environment.
• Strong SQL skills for data validation, troubleshooting, RCA, and production support.
• Experience with Incident, Problem, Change, and Release Management processes.
• Excellent communication, leadership, and stakeholder management skills.
• Experience coordinating cross-functional teams during high-priority incidents.

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.
• Coordinate support activities across internal tech teams and third-party vendors.
• Manage support coverage, escalation procedures, and on-call processes.
• Lead Major Incident Management activities and RCA efforts.
• Track recurring incidents and drive permanent remediation.
• Define, monitor, and report on SLAs, KPIs, and metrics.
• Foster a culture of accountability, collaboration, and continuous learning.
• Partner with development during deployments, upgrades, and releases.
• Maintain runbooks, knowledge articles, and operational procedures.
• Serve as the primary point of contact for production support matters.
• Communicate outages, risks, and updates to leadership.

Skills

Leadership

Stakeholder management

SQL

Communication

Problem solving

Cross-functional coordination

Analytical

Education

Bachelor's degree in CS/IT or related

Job description

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