Senior Production & Application Support Lead

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

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,