Senior Manager of Production Support & Customer Solutions at brighthush – Championing Application Reliability, Service Excellence, and Continuous Improvement
About brighthush
brighthush is a forward‑thinking technology partner that empowers businesses across healthcare, life sciences, and retail to deliver seamless digital experiences. With a portfolio of cloud‑native, data‑driven solutions, we help our clients transform operations, enhance customer engagement, and unlock new revenue streams. Our culture is built on curiosity, collaboration, and a relentless focus on quality. As we expand our footprint, we’re looking for a seasoned production support leader who can elevate our service delivery, drive process innovation, and inspire a high‑performing team.
Why This Role Matters
In a world where uptime is synonymous with trust, the Production Support & Customer Solutions Manager is the linchpin that keeps our applications running flawlessly and our customers satisfied. You will shape the vision for production support, streamline incident response, and partner with engineering, product, and operations to ensure that every release meets the highest standards of reliability and performance.
Key Responsibilities
- Lead and Mentor a High‑Performing Team – Recruit, coach, and develop a diverse group of support engineers, fostering a culture of continuous improvement and accountability.
- Define and Execute the Production Support Strategy – Establish program objectives, KPIs, and best‑practice processes that align with brighthush’s enterprise goals.
- Vendor & Contractor Management – Oversee staff augmentation, coordinate offshore support models, and ensure contractual deliverables meet quality and SLA commitments.
- Process Improvement & Automation – Identify bottlenecks, recommend process changes, and automate manual monitoring and alerting workflows to increase efficiency.
- Application Monitoring & Incident Management – Standardize monitoring across all brighthush platforms, manage ticket queues, and lead root‑cause analysis for critical incidents.
- Documentation & Knowledge Management – Create and maintain technical and user documentation, templates, and runbooks that empower the team and stakeholders.
- Release & Change Management – Coordinate release notifications, provide post‑release support, and collaborate with IT groups to schedule client change requests.
- Stakeholder Communication – Serve as the primary liaison for application support matters, translating technical insights into actionable business recommendations.
- Quality Assurance & Reporting – Monitor logs, generate health and usage reports, and ensure all production processes meet rigorous QA standards.
- Training & Enablement – Deliver new feature training to internal stakeholders and support user acceptance testing initiatives.
Essential Qualifications
- BS or BA in Computer Science, Information Systems, or a related field.
- 5–7 years of progressive experience in production support, application operations, or IT service management.
- Proven track record managing a support team in a mid‑ to large‑scale corporate environment.
- Strong analytical and problem‑solving skills, with the ability to troubleshoot complex system issues and propose sustainable solutions.
- Deep familiarity with .NET applications, Web Services, and SQL Server database technologies.
- Excellent organizational, planning, and prioritization abilities.
- High integrity and a passion for delivering quality client outcomes.
- Proficiency in Microsoft Office and collaboration tools.
Preferred Qualifications
- Experience in healthcare, pharmaceutical, or life‑science domains.
- Knowledge of Direct‑to‑Practitioner, Warehouse Management, Order Management, and Prescriber Validation Systems.
- Experience with Visio or other diagramming software.
- Background in software training or instructional design.
- Certifications such as ITIL, PMP, or Six Sigma.
Core Skills & Competencies
- Leadership & Team Development – Inspire, coach, and retain top talent.
- Communication – Translate technical concepts for non‑technical stakeholders.
- Strategic Thinking – Align support initiatives with business objectives.
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