Manager - Application Operations Support

About the role

Who we are. At Blue Cross Blue Shield Global Solutions SM (BCBS Global Solutions SM ), we make it easy for people and organizations to access and pay for healthcare abroad. By combining digital innovation with human-centered care, we go above and beyond for our customers and deliver an international healthcare experience that’s simple, efficient, and human. Whether our customers live, work, travel or study abroad, we give them the confidence and peace of mind to embrace every journey and say “yes” to new possibilities. The Application Operations Support Manager is responsible for the day-to-day stability, performance and application life-cycle. This is a hands-on, working-manager role where you will lead a small team of application support specialists while staying close to the technical work yourself including troubleshooting, executing fixes and driving process improvements. You will serve as an escalation point for enterprise application issues and partner closely with leadership to make sure applications the business depends on are reliable, secure and well-documented. This role is well suited to a hands-on, experienced application support professional with a solid technical foundation, a track record of ownership, and the communication skills to work across IT, vendors, and business stakeholders.

Responsibilities

• Manage the day-to-day availability, performance and stability of business-critical enterprise applications, acting as a primary escalation point when issues arise.
• Lead and mentor a small team of application support specialists; set priorities, review work and build the team's technical skills over time.
• Manage incidents, problem, and change processes for supported applications, including root-cause analysis and follow-through on corrective actions.
• Develop and maintain Standard Operating Procedures (SOPs) covering application health checks, security compliance and critical KPIs.
• Map application versions, dependencies, integrations, APIs and data flows to protect end-to-end business process continuity and speed up troubleshooting.
• Manage the Microsoft 365 ecosystem for supported applications, including Copilot and administration of the Power Platform (Power Automate, Power Apps)
• Coordinate and support enterprise SaaS platforms (e.g., ServiceNow, Workday), including upgrades, patches and issue escalation.
• Identify and drive automation opportunities that reduce manual effort and improve reliability, measuring and reporting on results.
• Partner with leadership on application life-cycle planning, and roadmap prioritization.
• Support and troubleshoot MS SQL Server jobs, SSRS reports and SSIS packages that underpin application data flows.
• Provide regular reporting on application health, incident trends and KPIs to IT leadership and business stakeholders.
• Ensure supported applications meet security and regulatory compliance requirements relevant to the industry (e.g., data protection, access controls, audit readiness).
• Write and maintain PowerShell scripts to automate application monitoring, health checks and routine operational tasks across the environment.
• Own vulnerability and patch management for supported applications and coordinating remediation timelines,