Manager, Customer Products and Solutions (2026-8099)
Budget / Salary$120,000–130,000
TypeFull-time job
LocationUnited States
Posted2 hours ago
The Manager of Production Support ensures that the highest level of client/customer support is delivered in the most efficient and consistent manner maximizing value and minimizing cost via best practices. Responsible for managing the production support team. Performs annual and semi-annual reviews of all reports including setting goals, coaching and self-improvement. Implements and maintains procedures on application support services. Manages the team to ensure that all support or service requests are dealt with according to the agreed procedures. Manages all technical support for all software applications. Communicates with stakeholders and external parties on application support related matters. Reviews periodic reports on the issues raised and resolved and identifies trends of issues raised.
KEY RESPONSIBILITIES:
Lead Production Support team to include selection, training and development, coaching, counseling and performance management
Provide overall vision and direction of Production Support for the enterprise
Responsible for vendor management related to staff augmentation as well as oversight and management of work responsibilities for contractor staff; inclusive of off-shore Production Support model coordination
Define the organizational Production Support program, methods and KPIs that ensure responsiveness and software quality
Recommend process changes that lead to better overall support
Utilize appropriate methodologies based on need, including standard templates and deliverable documents, dashboards, budgets and reporting
Oversee production support activities for all Knipper platforms
Standardize and Configure Application Monitoring across platforms
Automate current manual monitoring processes as needed
Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes
Collect and provide reporting of applications health and usage metrics
Monitor all alerts and escalate all issues for all systems
Manage ticket queue and resolve in timely manner
Meet service level agreement (SLA) commitments
Develop and maintain accurate technical and user documentation
Troubleshoot minor and major system problems in a timely manner and escalates to solutions development team when necessary
Coordinate with various teams, analyze root cause and assist in efficient resolution of all production processes
Make recommendations and fixes to root cause issues
Coordinate with IT groups to ensure effective application services to ensure reliability of all applications
Help solve data issues
Performing operational tasks (run and monitor jobs, generate reports, etc.)
Issue advisories for any outages/incidents which affect the user community
Review user stories to ensure production support requirements are addressed prior to development
Manage release notifications and provide support during and after releases
Provide new feature training for internal stakeholders
Create and maintain documentation and templates
Work with IT groups to review and schedule client change requests
Assist with user acceptance testing
MINIMUM JOB REQUIREMENTS:
Education/Training:
Preferred BS or BA in Computer Science or equivalent combination of experience and education.
Minimum 5-7 years of related experience
Five (5) plus years of experience with information systems analysis, design, development and documentation preferably in insurance, health care, and/or retail
Extensive experience in multiple Information Technology functions in a mid to large size corporate environment
Ability to work independently, perform under pressure and adapt to change
Excellent organizational, planning, and prioritization skills
High level of concern for quality of client deliverables and a high level of integrity
Proficiency in Microsoft Office
Business Experience
Health care, Pharmaceutical or life science industry experiences a plus.
KNOWLEDGE, SKILLS & ABILITIES:
Excellent management, interpersonal, written and verbal communication, and organizational skills.
Strong analytical skills to discover, analyze and resolve problems
Must have knowledge of .Net applications, Web Services and SQL Server DB technologies.
Knowledge on Direct to Practitioner, Warehouse management, Order Management and Prescriber Validation System is plus.
Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change.
Must be able to troubleshoot systemic IT issues and present solutions. Should also apply engineering principles to solution for application and database issues.
Must have a positive attitude, good problem-solving skills, excellent oral and written communication skills, and strong interpersonal skills. Ability to handle changing priorities.
Desired Skills:
Knowledge of Visio or other diagramming software a plus.
Software training experiences a plus.
PHYSICAL DEMANDS:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The expected base pay range for this position is $120,000-130,000 per year. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.
CareTria is an Equal Opportunity Employer.
Originally posted on Himalayas
KEY RESPONSIBILITIES:
Lead Production Support team to include selection, training and development, coaching, counseling and performance management
Provide overall vision and direction of Production Support for the enterprise
Responsible for vendor management related to staff augmentation as well as oversight and management of work responsibilities for contractor staff; inclusive of off-shore Production Support model coordination
Define the organizational Production Support program, methods and KPIs that ensure responsiveness and software quality
Recommend process changes that lead to better overall support
Utilize appropriate methodologies based on need, including standard templates and deliverable documents, dashboards, budgets and reporting
Oversee production support activities for all Knipper platforms
Standardize and Configure Application Monitoring across platforms
Automate current manual monitoring processes as needed
Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes
Collect and provide reporting of applications health and usage metrics
Monitor all alerts and escalate all issues for all systems
Manage ticket queue and resolve in timely manner
Meet service level agreement (SLA) commitments
Develop and maintain accurate technical and user documentation
Troubleshoot minor and major system problems in a timely manner and escalates to solutions development team when necessary
Coordinate with various teams, analyze root cause and assist in efficient resolution of all production processes
Make recommendations and fixes to root cause issues
Coordinate with IT groups to ensure effective application services to ensure reliability of all applications
Help solve data issues
Performing operational tasks (run and monitor jobs, generate reports, etc.)
Issue advisories for any outages/incidents which affect the user community
Review user stories to ensure production support requirements are addressed prior to development
Manage release notifications and provide support during and after releases
Provide new feature training for internal stakeholders
Create and maintain documentation and templates
Work with IT groups to review and schedule client change requests
Assist with user acceptance testing
MINIMUM JOB REQUIREMENTS:
Education/Training:
Preferred BS or BA in Computer Science or equivalent combination of experience and education.
Minimum 5-7 years of related experience
Five (5) plus years of experience with information systems analysis, design, development and documentation preferably in insurance, health care, and/or retail
Extensive experience in multiple Information Technology functions in a mid to large size corporate environment
Ability to work independently, perform under pressure and adapt to change
Excellent organizational, planning, and prioritization skills
High level of concern for quality of client deliverables and a high level of integrity
Proficiency in Microsoft Office
Business Experience
Health care, Pharmaceutical or life science industry experiences a plus.
KNOWLEDGE, SKILLS & ABILITIES:
Excellent management, interpersonal, written and verbal communication, and organizational skills.
Strong analytical skills to discover, analyze and resolve problems
Must have knowledge of .Net applications, Web Services and SQL Server DB technologies.
Knowledge on Direct to Practitioner, Warehouse management, Order Management and Prescriber Validation System is plus.
Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change.
Must be able to troubleshoot systemic IT issues and present solutions. Should also apply engineering principles to solution for application and database issues.
Must have a positive attitude, good problem-solving skills, excellent oral and written communication skills, and strong interpersonal skills. Ability to handle changing priorities.
Desired Skills:
Knowledge of Visio or other diagramming software a plus.
Software training experiences a plus.
PHYSICAL DEMANDS:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The expected base pay range for this position is $120,000-130,000 per year. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.
CareTria is an Equal Opportunity Employer.
Originally posted on Himalayas
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