Incidents & Platform Support Manager

ADP, Inc.; Glen Allen (VA); Hybrid; USD 100,000 - 125,000; Full time

Job summary

MediDrive is seeking a hands-on Incident & Support Manager to lead application support, major incident response, emergency change management, and delivery support for our platform.

You will partner with engineering, DevOps, QA, and business operations to support reliable releases, investigate production issues, safely implement approved data fixes, and verify that services are restored.

Qualifications

• Bachelor’s degree in Computer Science or Information Technology.
• 4+ years in application support or production operations with incident response leadership.
• Strong SQL troubleshooting and ITIL/ITSM knowledge.

Responsibilities

• Own incident intake, prioritization, escalation, and resolution with clear accountability.
• Lead major incidents with cross-functional teams and executive updates.
• Apply ITIL practices across incidents, requests, problems, changes, and knowledge management.
• Use SQL, logs, monitoring and data for issue troubleshooting and validation.
• Coordinate emergency changes and hotfixes with testing and deployment readiness.
• Support releases, client launches and integration cutovers with runbooks and validation.
• Lead post-incident reviews and root cause analysis actions.
• Monitor SLAs and change outcomes to improve service performance.

Skills

SQL troubleshooting

Incident response leadership

APIs & integrations

Azure identity management

ITIL/ITSM

Change & release coordination

Data investigation

Production data correction

Education

Bachelor's degree in Computer Science or Information Technology

Tools

Microsoft Azure

Google Cloud

Kubernetes

ITSM platforms

Job description

MediDrive is seeking a hands-on Incident & Support Manager to lead application support, major incident response, emergency change management, and delivery support for our platform.

You will partner with engineering, DevOps, QA, and business operations to support reliable releases, investigate production issues, safely implement approved data fixes, and verify that services are restored.