Sr. Manager, Technical Engineering

About the role

The Sr. Manager, Technical Engineering – 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.

Responsibilities

• Service Operations Leadership (L2/L3 Production Support)
• 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.
• Systems Engineering & End-to-End Integration
• 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).
• SDLC Partnership with Application Development (Peer Collaboration)
• 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).
• Reliability Engineering, Monitoring, and Continuous Improvement
• 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.
• Disaster Recovery, Business Continuity, and Operational Readiness
• Ensure DR plans are accurate, testable, and executed.
• Own readiness artifacts: runbooks, recovery procedures, dependencies, and evidence needed for audits/assessments.
• Governance, Security, Risk, and Compliance
• 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).
• People Leadership & Talent Development
• 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.

Qualifications

• Minimum Qualifications (Education, Experience, & Management): Degree or equivalent experience. Typically requires 9+ years of professional experience and 1+ years of supervisory and/or management experience.
• Critical Skills (What Success Looks Like): 4+ years of experience in systems engineering, application support, infrastructure operations, or production engineering, including 1+ year in a leadership role. Strong expertise in incident, problem, and change management within a regulated environment. Proven ability to lead cross-functional initiatives and drive root cause remediation to measurable outcomes. Experience owning complex operational delivery across technical teams (reliability, customer experience, risk, execution). Executive-level communication skills, including stakeholder management, risk articulation, and clear documentation. Broad technical foundation across production environments (e.g., Windows/Linux, databases, middleware, networking, automation, monitoring) with the ability to guide troubleshooting and stability improvements.

Preferred / Additional Qualifications

• Experience operating mixed OS environments and supporting enterprise applications across on-prem and cloud infrastructures.
• Experience overseeing relational database–backed systems, with the ability to provide leadership oversight across platforms such as Oracle, SQL Server, and PostgreSQL.
• Experienced partnering with DBAs and engineering teams on reliability, performance, capacity planning, release readiness, and incident response in production environments.
• Experience partnering with development teams across the SDLC to improve release quality and production outcomes (release planning, validation, rollout/rollback).
• Experience with DR planning/testing, monitoring strategy, and continuous service improvement.