Manager, Application Production Support

CareSource Management Services; United States; Remote; USD 94,000 - 165,000; Full time

Job summary

CareSource is seeking a Manager, Application Production Support to lead the production support of critical enterprise applications and environments for ESH operations. You will guide a team through incident resolution, problem management, and performance monitoring to ensure reliability and regulatory compliance.

The role partners with business and technical stakeholders to maintain service levels, drive continuous improvement, and ensure a positive end-user experience.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 7+ years information technology experience.
• 3+ years leadership experience.
• Experience with enterprise applications and production environments.
• Experience with IT service management practices (incident, problem, change, release).
• Healthcare or managed care experience preferred.

Responsibilities

• Lead application production support operations to ensure 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 for operational effectiveness.
• Ensure compliance with security, regulatory, and ITSM requirements.
• Serve as escalation point and communicate impacts to stakeholders.

Skills

Leadership

Problem-solving

Communication

Collaboration

Prioritization

Project coordination

Healthcare knowledge

IT service management

Education

Bachelor's degree in Computer Science/IT or related field

Tools

ITSM tools

Job description

Job Summary:

The Manager, Application Production Support is responsible for managing the support, maintenance, and performance of business-critical applications and production environments supporting ESH operations. Leads application support staff and support processes, including incident management, problem resolution, production monitoring, service performance, and continuous improvement initiatives. Partners with technical and business stakeholders to ensure application reliability, operational effectiveness, regulatory compliance, and a positive end-user experience.

Essential Functions:

• 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 any other job related duties as requested.

Education and Experience:

• Bachelor's degree in Computer Science, Information Technology, or related field required
• Equivalent years of relevant work experience may be accepted in lieu of required education
• Seven (7) years of information technology experience required
• Three (3) years of leadership experience preferred
• Experience supporting enterprise applications and production environments required
• Experience with IT service management practices, including incident, problem, change, and release management required
• Experience leading complex issue resolution and continuous improvement initiatives required
• Healthcare or managed care experience preferred

Competencies, Knowledge and Skills:

• Effective leadership and employee development skills
• Strong analytical, problem-solving, and decision-making abilities
• Strong verbal and written communication skills
• Ability to effectively collaborate 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

Licensure and Certification:

• ITIL Foundation, ITIL Managing Professional, or a comparable information technology service management certification is preferred
• Relevant technical, cloud, database, security, or service-management certifications are preferred

Working Conditions:

General office environment; may be required to sit or stand for extended periods of time

May be required to work additional hours and/or outside normal business hours as needed to meet deadlines.

Participation in an on-call or production escalation rotation may be required

Travel is not typically required

Compensation Range:

$94,100.00 - $164,800.00 CareSource takes into consideration a combination of a candidate's education, training, and experience as well as the position's scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee's total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type (hourly/salary):

Salary

Organization Level Competencies

• Fostering a Collaborative Workplace Culture
• Cultivate Partnerships
• Develop Self and Others
• Drive Execution
• Influence Others
• Pursue Personal Excellence
• Understand the Business

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time.

CareSource is an Equal Opportunity Employer. We are dedicated to fostering an environment of belonging that welcomes and supports individuals of all backgrounds.