Sr. Manager, Technical Engineering

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.

This role applies systems engineering discipline to the full solution lifecycle-concept, design, implementation, validation, deployment, operations, maintenance, and decommissioning-ensuring that technical, schedule, cost, and risk constraints are considered and that requirements are converted into measurable operational outcomes (SLO/SLA adherence, availability, performance, and compliance).

Key Responsibilities

1) 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.

2) 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).

3) 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).

4) 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.

5) 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.

6) 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).

7) 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.

8) Financial, Resource, and Vendor Management

• Own workforce planning, forecasting, and budget inputs; manage vendor relationships and contracts supporting operational delivery.

• Coordinate with system/network/storage/platform teams on capacity and growth planning to support service demands and SLAs.

Priority will be given to candidates who reside in the Columbus, OH metropolitan area.

We are unable to provide sponsorship for this role presently or in the future.

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.