Sr. Manager, Technical Engineering

Sr. Manager, Technical Engineering – Application Support

Application Support leads a specialized production support organization responsible for L2/L3 application support, systems engineering, and operational readiness for business‑critical healthcare platforms. This leader ensures reliable service delivery by guiding incident/problem management, monitoring and observability strategy, change/release execution, and disaster recovery readiness, while partnering closely with Application Development, Product, Infrastructure, Security, and Quality teams to translate product and customer requirements into resilient operational solutions.

This role applies systems engineering discipline to the full solution lifecycle—concept, design, implementation, validation, deployment, operations, maintenance, and decommissioning—ensuring that technical, schedule, cost, and risk constraints are considered and that requirements are converted into measurable operational outcomes (SLO/SLA adherence, availability, performance, and compliance).

• Own day‑to‑day operational performance for assigned applications/services, including stability, availability, latency/performance, and operational risk.
• Lead major incident response and escalation management; ensure timely communications, stakeholder coordination, and documented follow‑through.
• Drive problem management and root‑cause analysis practices that reduce repeat incidents and improve MTTR through durable corrective actions.
• Establish and improve operational processes, knowledge management, and tooling to reduce toil and improve support efficiency.

• Perform and guide technical planning, system integration, verification, and validation activities for new capabilities and platform changes—ensuring readiness for production operations and supportability.
• Lead functional analysis, dependency/interface definition, and trade‑off evaluations (risk, cost, supportability) to recommend robust systems solutions.
• Ensure “operational acceptance” criteria are defined and met (runbooks, monitoring coverage, rollback plans, capacity considerations, access/controls).

• Partner with the Manager of Application Development and delivery teams to coordinate release planning, deployment readiness, and production validation of changes across environments.
• Collaborate with Product Owners, Business Analysts, QA, and Project/Program Management to ensure functional and non‑functional requirements translate into supportable production solutions.
• Provide operational feedback loops into development roadmaps (tech debt, reliability improvements, automation priorities, and defect trends).

• Define and mature monitoring/alerting strategies, service health indicators, and operational reporting that improve early detection and service quality.
• Drive systemic improvements: resilience patterns, performance optimization, automation, standardization, and proactive risk reduction.
• Champion disciplined change management and operational governance across support activities.

• Ensure DR plans are accurate, testable, and executed.
• Own readiness artifacts: runbooks, recovery procedures, dependencies, and evidence needed for audits/assessments.

• Establish governance structures; ensure adherence to security standards, regulatory obligations, and operational controls; support audits and required assessments.
• Partner with Security and Engineering teams to embed secure‑by‑design operational practices (access, logging, patching, vulnerability response, evidence collection).

• Provide full people‑leadership accountability: hiring, onboarding, coaching, performance management, development plans, and succession planning.
• Build a high‑performing culture focused on customer outcomes, reliability, learning, and continuous improvement.