Manager, Customer Products and Solutions (2026-8099)

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.