Manager - Application Support

Job Information

Job Title Name: Manager, Application Support

Job Summary

The Manager - Application Support is responsible for leading offshore application support teams that provide 24x7 support for US healthcare applications. This role ensures high system availability, incident resolution, regulatory compliance (HIPAA), and continuous service improvement while acting as a key liaison between US stakeholders, vendors, and technical teams.

Responsibilities

• Own end-to-end support for critical healthcare applications (EHR/EMR, claims, billing, provider, or clinical systems).
• Ensure timely incident, problem, and change management aligned with ITIL best practices.
• Drive root cause analysis (RCA) and implement preventive measures to reduce repeat incidents.
• Monitor application performance, availability, and SLAs for US business hours and after-hours support.
• Team Leadership Operations
• Lead, mentor, and manage offshore L2/L3 application support teams.
• Manage shift coverage, on-call rotations, and workload balancing for 24x7 operations.
• Set performance goals, conduct reviews, and build capability within the team.
• Ensure documentation, knowledge base, and SOPs are current and audit-ready.
• Act as the primary offshore point of contact for US business, IT, and vendor stakeholders.
• Provide regular operational updates, dashboards, and executive-level reporting.
• Collaborate closely with onshore teams to align priorities and resolve escalations.
• Compliance Risk Management
• Ensure adherence to US healthcare regulations, including HIPAA, data privacy, and security standards.
• Support audits, compliance reviews, and risk assessments.
• Enforce access controls, incident response procedures, and data protection policies.
• Continuous Improvement
• Identify automation opportunities to improve efficiency and reduce manual effort.
• Drive process improvements using metrics such as MTTR, incident volume, and SLA compliance.
• Support application upgrades, releases, and transition of new applications into support.

Required Qualifications

• Regular project communication with IT and business leadership
• Responds to and resolves customer requests in a timely manner

Reporting Structure

• Does this position formally supervise employees (Y / N): Yes

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