Senior Director, Enterprise Application Support

Socket.dev; Kentucky; Hybrid; USD 160,000 - 210,000; Full time

Benefits offered by this job

Medical/dental/vision

401(k)

Paid time off

Paid holidays

Job summary

AnewHealth is seeking a Senior Director of Enterprise Application Support to lead the global operations for its enterprise application suite. You will ensure high availability, scalable performance, and proactive incident management while aligning IT strategies with executive priorities.

With 10+ years of IT experience and healthcare software know-how, you will define governance, drive automation, and mentor a team of managers and engineers to deliver reliable, business-focused outcomes across

Qualifications

• Bachelor’s degree in Computer Science, IT/Systems or equivalent.
• 10+ years of IT experience, with at least 5+ years in a senior leadership role overseeing enterprise-scale application support or IT operations.
• Healthcare software experience or familiarity with EMRs/EHRs is preferred.

Responsibilities

• Define and execute the global operational strategy for enterprise application support across all business units.
• Establish, monitor, and report on executive-level KPIs and operational metrics to guarantee platform uptime and performance.
• Participate in enterprise-wide incident response management for critical outages.
• Lead governance, SOPs, and knowledge management across the app landscape.
• Mentor and scale a department of Enterprise Application Support managers and engineers.
• Collaborate with End-Users, Product and Engineering to ensure customer satisfaction and smooth transitions from deployment to steady-state operations.

Skills

ITIL service management

Executive communication

Cross-functional leadership

Strategic planning

Analytical thinking

Education

Bachelor’s degree in Computer Science or related field

Tools

JIRA

Confluence

Status Page

Job description

Job Details

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.

The Senior Director, Enterprise Application Support provides strategic leadership, governance, and operational oversight for the enterprise application support ecosystem. This role ensures high availability, scalability, and optimal performance of all core applications to support continuous enterprise operations. The Sr. Director participates in ITIL-aligned incident and problem strategies to minimize business disruption and accelerate issue resolution. Serving as a key bridge between technical teams and executive leadership, this role leads cross-functional alignment with development, infrastructure, and business units. The Sr. Director establishes key performance indicators (KPIs) and automation frameworks to continuously modernize the application support function, operating with full autonomy to safeguard the technology environment.

Responsibilities

• Define and execute the global operational strategy for enterprise application support across all business units.
• Establish, monitor, and report on executive-level KPIs and operational metrics to guarantee platform uptime and performance.
• Participate in enterprise-wide incident response management for critical application outages.
• Participate in root cause analysis (RCA) and permanent problem-remediation frameworks across the application landscape.
• Formulate governance frameworks, standard operating procedures, and comprehensive knowledge management strategies.
• Direct, mentor, and scale a high-performing department of Enterprise Application Support managers, engineers, and liaisons.
• Collaborate with End-Users, Product and Engineering leaders to ensure customer satisfaction as well as assist with smooth transition of new software from deployment to steady-state operations.
• Champion automation, AI-driven operations (AIOps), and self-healing systems to reduce manual support intervention.
• Act as the primary liaison between enterprise application support operations and business executive stakeholders regarding application performance and roadmap alignment.
• Evaluate emerging support technologies, monitoring tools, and methodologies to continuously modernize enterprise capabilities.
• Embody AnewHealth’s Core Values in all communications and interactions.
• Other duties as assigned.

The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job. Not all of the duties may be assigned to a position.

Qualifications:

These represent the desired qualifications of the ideal candidate. They are not meant to limit consideration for candidates who do not meet all of the standards listed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Bachelor’s degree in Computer Science, Information Technology/Systems or Equivalent related field

Experience

• 10+ years of progressive IT experience, with at least 5+ years in a senior leadership role overseeing enterprise-scale application support or IT operations.
• 5-8 years of experience in a healthcare-based help desk or support environment required.
• Proficiency with healthcare software, terminologies, EMRs or EHRs.

Skills & Abilities

• Expertise in ITIL service management frameworks and ITSM platforms (e.g. Atlassian: JIRA, Confluence and/or Status Page).
• Strong analytical abilities, organizational skills, problem-solving skills, and attention to detail.
• Exceptional communication skills with the ability to translate complex technical issues into strategic business impacts for executive audiences.
• Flexible and adaptable to change
• Have an internal sense of drive, self-motivation, a team player, action and results oriented.
• Ability to handle stress and prioritize multiple issues in a fast-paced environment.
• Excited & motivated to learn new technologies and advance personal skillset.

Schedule

This is a full-time position with an expectation to work an average of 40 hours per week and be available outside of normal business hours to meet customer expectations on an ad-hoc basis. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

Travel

Travel may be required for special organization or department events, department team meetings, trade shows, conferences, and other client engagements.

This is a remote position.

AnewHealth offers a comprehensive benefit package for full-time employees that includesmedical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits,401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire

AnewHealth provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment. Applicants are encouraged to confidentially self-identify when applying. Local applicants are encouraged to apply. We maintain a drug-free work environment. Applicants must be eligible to work in this country.