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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Application / Production Support Manager - **Company:** Amazon.com, Inc. - **Location:** New York, NY, United States - **Experience:** Expert - **Salary:** $156,000.0 - $166,400.0 - **Contract:** Permanent contract - **Skills:** Application Lifecycle Management, Business Software, Data Validation, Database Queries, HP Systems Insight Manager, Release Management, Enterprise Software Applications, System Availability, Reliability of Systems, Electronic Medical Records, Information Technology - **Published:** September 4, 2026 - **Apply:** https://www.careerjet.com/jobad/us0ce319bba0b7c13d26460a932bd39342 ## About the Role * Bachelor's degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education, certifications, training, and experience. * 7+ years of IT experience with at least 3 years in Application Support, Production Support, or Service Operations leadership. * Experience supporting enterprise applications in a 24x7 production environment. * Strong SQL skills for data validation, troubleshooting, root cause analysis, and production support. * Experience with Incident, Problem, Change, and Release Management processes. * Strong analytical, troubleshooting, and problem-solving abilities. * Excellent communication, leadership, and stakeholder management skills. * Experience coordinating cross-functional teams during high-priority incidents., * ITIL Foundation or ITIL Managing Professional certification. * Experience in healthcare, health systems, hospitals, payer organizations, or life sciences environments. * Knowledge of HIPAA and healthcare regulatory requirements. * Experience supporting clinical, operational, and business applications. * Experience supporting Electronic Health Records (EHR), Claims Processing, Revenue Cycle, or other healthcare platforms. * Familiarity with application monitoring, observability, and service management tools. What Success Looks Like * Consistently meeting or exceeding SLA and operational performance targets. * Reduction in recurring production issues through proactive problem management. * Improved application stability, availability, and customer satisfaction. * Strong collaboration across technology and business teams. * Effective leadership of a high-performing support organization. ## Description We are seeking an experienced Application / Production Support Manager to lead the support, stability, and performance of mission-critical business applications and production systems. This role is responsible for ensuring high availability, operational excellence, and rapid incident resolution while providing leadership to a team of application support professionals. The ideal candidate is both a strategic leader and a hands-on technical expert who thrives in fast-paced, 24x7 environments. You will work closely with infrastructure, development, security, vendors, and business stakeholders to ensure applications remain reliable, secure, and performant., Production Support & Operations * Lead day-to-day application and production support operations. * Ensure availability, performance, and reliability of business-critical applications and services. * Monitor production environments and proactively address issues before they impact users. * Coordinate support activities across internal technology teams and third-party vendors. * Manage support coverage, escalation procedures, and on-call support processes. Incident & Problem Management * Lead Major Incident Management (MIM) activities and coordinate rapid service restoration. * Drive root cause analysis (RCA) efforts and implement long-term corrective actions. * Track recurring incidents and identify opportunities for permanent remediation. * Ensure compliance with Incident, Problem, Change, and Release Management processes. * Facilitate post-incident reviews and continuous improvement initiatives. Service Delivery & Operational Excellence * Define, monitor, and report on service-level agreements (SLAs), KPIs, and operational metrics. * Proactively follow up on persistent production issues through remediation and resolution. * Drive service improvement initiatives focused on system reliability, scalability, and efficiency. * Ensure adherence to operational standards, governance requirements, and regulatory obligations. Team Leadership & Development * Lead, mentor, and develop a team of application support engineers and analysts. * Foster a culture of accountability, collaboration, customer service, and continuous learning. * Support recruiting, onboarding, training, and career development activities. * Establish clear performance expectations and operational objectives. Application Lifecycle & Release Support * Partner with development teams during deployments, upgrades, and releases. * Review production readiness and support transition-to-operations activities. * Participate in change management and release management processes. * Maintain support documentation, runbooks, knowledge articles, and operational procedures. Stakeholder Management * Serve as the primary point of contact for production support matters. * Communicate outages, risks, mitigation plans, and operational updates to leadership. * Collaborate with Infrastructure, Security, Development, PMO, and business teams. * Manage relationships with software vendors, service providers, and external partners. ## Related Videos - [Effective Machine Learning - Managing Complexity with MLOps](https://www.wearedevelopers.com/videos/185-effective-machine-learning-managing-complexity-with-mlops) - [Intro to FastAPI](https://www.wearedevelopers.com/videos/462-intro-to-fastapi) - [Dangerous Reactivity: Why AI Output Is the New XSS](https://www.wearedevelopers.com/videos/100115-dangerous-reactivity-why-ai-output-is-the-new-xss) - [Open Source: The Engine of Innovation in the Digital Age](https://www.wearedevelopers.com/videos/1103-open-source-the-engine-of-innovation-in-the-digital-age) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [Replacing Excel with SAP APIs & Python validation](https://www.wearedevelopers.com/videos/1944-replacing-excel-with-sap-apis-python-validation) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [5 Step Guide to Managing New Job Expectations](https://www.wearedevelopers.com/magazine/343-5-step-guide-to-managing-new-job-expectations) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again)