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Application Support Manager
Summary / Objective:
The Application Support Manager is responsible for the daily operations, stability, and continuous improvement of enterprise applications supporting PSW/MHS health plan operations. This role oversees incident, problem, and change management for applications, ensures service levels are met, and drives operational reliability, release readiness, and vendor performance. The manager establishes ITIL-aligned practices and enforces HIPAA-compliant operational controls for systems processing PHI.
Essential Functions:
- Oversee day-to-day application operations, including Level 2/3 triage, escalations, and on-call support for business-critical applications (claims, credentialing, member services, provider operations, data exchange).
- Implement and continually improve ITIL practices for incident, problem, change, request, knowledge, and service level management; standardize runbooks and value streams.
- Monitor application performance and availability; lead root cause analysis and corrective actions to reduce repeat incidents and technical debt.
- Coordinate with Security, Infrastructure, Data, and vendor teams to plan and execute releases, patches, and configuration changes with minimal risk and downtime.
- Maintain non-production and production environment readiness, ensuring appropriate separation of duties and compliance with security policies.
- Manage day-to-day vendor performance for application support and hosted services; track SLAs, KPIs, and contract deliverables; drive escalations to closure.
- Serve as a partner for business owners to align road maps and prioritize demand using transparent intake and scoring.
- Implement operational controls aligned to HIPAA Privacy/Security/Breach Notification Rules; maintain support artifacts for audits.
- Ensure knowledge articles and tickets capture sufficient evidence for SLAs, change approvals, and compliance reporting.
- Lead, coach, and develop the application support team; define roles, set objectives, mentor on ITIL practices, and foster a culture of continuous improvement.
Knowledge/Skills/Abilities:
- Strong understanding of ITIL/ITSM practices (incident, problem, change, request, knowledge, service level management).
- Service orientation and ability to communicate technical issues in business terms.
- Operational excellence in runbooks, measurable SLAs/OLAs, and continuous improvement.
- Risk and compliance awareness, especially regarding HIPAA security safeguards and audit evidence requirements.
- Strong organizational, time management, and prioritization skills.
- Excellent verbal and written communication skills.
- Proficiency with ITSM tools (e.g., Halo, ServiceNow, Jira), monitoring/alerting, version control, and knowledge base systems.
Required Education and/or Work Experience:
- Bachelor’s degree in Information Systems, Computer Science, Engineering, or a related field; OR a minimum of four (4) additional years of directly relevant professional experience in place of the degree.
- 5+ years in application support/IT operations, including 2+ years in a team lead or manager role.
- Demonstrated experience with ITIL/ITSM practices; ITIL 4 Foundation (or higher) preferred.
- Experience operating business-critical applications with integrations, monitoring/alerting, and release coordination.
- Proven ability to analyze system issues, drive root cause analysis, and implement preventive actions.
Preferred Education and/or Work Experience:
- Experience in healthcare payer/provider environments with ePHI and HIPAA operational controls.
- Exposure to Agile/DevOps frameworks.
- Vendor/SaaS operations management experience.
Required Certificates, Licenses and Registrations:
- ITIL 4 Foundation certification preferred.
*PSW does not typically hire at the top of the pay range *
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Disability insurance
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
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