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[Remote] Manager, Customer Products and Solutions (2026-8099)
Note: The job is a remote job and is open to candidates in USA. CareTria is hiring a Manager, Customer Products and Solutions to lead enterprise production support and ensure efficient, consistent support for its software applications. The role oversees the support team, application monitoring, issue resolution, vendor coordination, service-level commitments, documentation, and release support.
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
Skills
- 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
- 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
- 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
- Preferred BS or BA in Computer Science or equivalent combination of experience and education
- Health care, Pharmaceutical or life science industry experiences a plus
- Knowledge on Direct to Practitioner, Warehouse management, Order Management and Prescriber Validation System is plus
- Knowledge of Visio or other diagramming software a plus
- Software training experiences a plus
Benefits
- Access to health, dental, and vision insurance
- Retirement plan options
- Paid time off
- Paid parental leave
- Employee assistance programs
- Other perks
- Eligible employees may also have access to performance bonuses.
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