Manager - Application Support

Manager, Application Support JOB INFORMATION Job Title Name: Manager, Application Support HCA Grade / Level : JOB PURPOSE What makes ITG unique as a technology company is that our solutions ultimately impact the care of patients. Although our skills are needed in a number of industries, we in ITG apply them specifically to the noble cause of healthcare. We are "Healthcare Inspired." It is this guiding vision that pervades and positively influences every level of our organization. It shapes our mission, defines our values, and brings our leaders and employees together in a shared enthusiasm for their work, setting ITG apart as a uniquely purpose-driven company in the IT industry. 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. MAJOR RESPONSIBILITIES AND ACCOUNTABILITIES · 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 R EPORTING STRUCTURE Does this position formally supervise employees? (Y / N) Yes JOB SPECIFICATIONS Qualification: <B.Tech> / B.E / Graduation in any specialization Y ears of experience: 8+ years of Experience in · Bachelor’s degree in Engineering, Computer Science, or related field. · 8–12 years of experience in application support, with at least 3+ years in a managerial role. · Strong experience supporting US healthcare applications . · Hands-on experience with ITIL processes (Incident, Problem, Change, Release). · Proven experience managing offshore teams supporting US time zones. · Excellent communication and stakeholder management skills. Skills and Capabilities Details People Management Skills N/A Technical Skills The following are highlighted entrepreneurial competencies and core expectations for the job/role: · Minimum of 3+ years of management experience. · Healthcare Inspired · Passion and concern with improving the organization · ITIL Framework understanding and knowledge. ITIL Foundations Certification or higher preferred · Exemplary leadership with excellent communication and inter-personal skills. · Proven management ability with strong development processes and practices background. · Excellent oral, written, and presentation skills and be comfortable in front of executive audience. · Focused customer perspective toward service delivery and the ability to influence continuous service improvements. · Proven organizational skills, including team building and mentoring. · Ability to work with personnel at all levels of the enterprise in a cooperative and effective manner. · A significant track record of leadership accomplishments is necessary. · Ability to effectively direct multiple parallel efforts to successful completion. · In depth knowledge of the IT organization and interactions. · Strong knowledge of the business including the applications and interdependencies. · Excellent conflict management and negotiation skills with the ability to consistently achieve "win-win" results. · Proven coach with a track record of developing staff and recruiting highly skilled candidates · Working knowledge of technology and correlation to solving business problems. · Working knowledge of vendor management principles and procedures. · Good understanding of statistical methods and metrics development. · Strong Program/Project Management Skills - Demonstrated success in large project implementations · Leadership and team building · Time management and organizational skills Other Skills · Results–oriented with an eye towards business results as the objective · Typical work week hours can vary depending on workload and project deliverables. · Rotating nights and weekends required · Prolonged sitting and office environment · Excellent problem–solving and analytical skills · Willingness to contribute to a positive and inclusive team culture