Senior Director, Enterprise Application Support

ExactCare; Kentucky; On-site; USD 140,000 - 200,000; Full time

Job summary

AnewHealth is seeking a Senior Director, Enterprise Application Support to provide strategic leadership and governance for the enterprise app support ecosystem in the United States. You will drive high availability, scalability, and performance across core applications, partnering with IT, product, and business units.

In this role you’ll establish KPIs, lead automation and AIOps initiatives, mentor a team of managers and engineers, and communicate roadmap needs to executive leadership with a

Qualifications

• Bachelor’s degree in Computer Science, IT/Systems or equivalent.
• 10+ years IT experience with 5+ years in a senior leadership role overseeing enterprise-scale application support.
• Healthcare IT: experience with EMRs or 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 KPIs and operational metrics for uptime and performance.
• Lead enterprise-wide incident response for critical outages and oversee RCA improvements.
• Develop governance frameworks, SOPs, and knowledge management strategies.
• Direct and mentor a team of EAS managers, engineers, and liaisons.
• Collaborate with End-Users, Product, and Engineering to ensure customer satisfaction.
• Champion automation, AI-driven operations (AIOps), and self-healing systems.
• Act as liaison between operations and executive stakeholders on performance and roadmap.
• Evaluate new monitoring tools and technologies to modernize capabilities.
• Uphold AnewHealth’s Core Values in all interactions.

Skills

ITIL

ITSM

JIRA

Confluence

Education

Bachelor's degree in Computer Science/IT

Job description

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.

Job Details

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.

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.