Associate Director, Software Development and Support

Responsibilities

• Lead the design, development, testing, deployment, and maintenance of software applications and platforms used in patient testing and billing operations.
• Manage Agile/Scrum development processes, sprint planning, backlog prioritization, and release management.
• Collaborate with business stakeholders, product owners, and technical architects to define requirements and deliver solutions aligned with organizational goals.
• Review technical designs and oversee code quality, security, scalability, and performance standards.
• Drive continuous improvement initiatives across the software development lifecycle (SDLC).
• Oversee application support teams to ensure timely resolution of incidents, service requests, and production issues.
• Define and monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational metrics.
• Implement root-cause analysis and preventive measures to minimize recurring issues.
• Coordinate production deployments, maintenance activities, and change management processes.
• Ensure business continuity through effective monitoring, documentation, and support procedures.
• Manage and mentor internal and offshore development and support teams.
• Build strong collaboration between geographically distributed teams across different time zones.
• Serve as the primary liaison between internal stakeholders and offshore development/support partners.
• Allocate resources effectively to meet project and operational objectives.
• Foster a culture of accountability, innovation, continuous learning, and teamwork.
• Facilitate cross-functional collaboration between business, QA, infrastructure, security, and support teams.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• 7+ years of software development experience with at least 3+ years in a leadership or management role.
• Prior experience in a regulated healthcare or diagnostics environment (CLIA, CAP, FDA, or NYSDOH).
• Experience managing both software development and production support teams.
• Proven success leading distributed, offshore, or global teams.
• Experience with enterprise system and automation systems integrations.
• Strong understanding of software development methodologies (Agile, Scrum, Kanban).
• Experience with cloud platforms (AWS, Azure, or GCP).
• Knowledge of DevOps practices, CI/CD pipelines, and application lifecycle management.
• Strong problem-solving, analytical, and decision-making skills.
• Familiarity with enterprise applications, APIs, microservices, and modern software architectures.
• Experience with monitoring, incident management, and service management tools.
• Excellent verbal and written communication skills.