Manager - Application Operations Support

Application Operations Support Manager

At Blue Cross Blue Shield Global Solutions SM (BCBS Global Solutions SM ), we make it easy for people and organizations to access and pay for healthcare abroad. By combining digital innovation with human-centered care, we go above and beyond for our customers and deliver an international healthcare experience that's simple, efficient, and human.

Whether our customers live, work, travel or study abroad, we give them the confidence and peace of mind to embrace every journey and say "yes" to new possibilities.

The Application Operations Support Manager is responsible for the day-to-day stability, performance and application life-cycle. This is a hands-on, working-manager role where you will lead a small team of application support specialists while staying close to the technical work yourself including troubleshooting, executing fixes and driving process improvements. You will serve as an escalation point for enterprise application issues and partner closely with leadership to make sure applications the business depends on are reliable, secure and well-documented. This role is well suited to a hands-on, experienced application support professional with a solid technical foundation, a track record of ownership, and the communication skills to work across IT, vendors, and business stakeholders.

Responsibilities

• Manage the day-to-day availability, performance and stability of business-critical enterprise applications, acting as a primary escalation point when issues arise.
• Lead and mentor a small team of application support specialists; set priorities, review work and build the team's technical skills over time.
• Manage incidents, problem, and change processes for supported applications, including root-cause analysis and follow-through on corrective actions.
• Develop and maintain Standard Operating Procedures (SOPs) covering application health checks, security compliance and critical KPIs.
• Map application versions, dependencies, integrations, APIs and data flows to protect end-to-end business process continuity and speed up troubleshooting.
• Manage the Microsoft 365 ecosystem for supported applications, including Copilot and administration of the Power Platform (Power Automate, Power Apps)
• Coordinate and support enterprise SaaS platforms (e.g., ServiceNow, Workday), including upgrades, patches and issue escalation.
• Identify and drive automation opportunities that reduce manual effort and improve reliability, measuring and reporting on results.
• Partner with leadership on application life-cycle planning, and roadmap prioritization.
• Support and troubleshoot MS SQL Server jobs, SSRS reports and SSIS packages that underpin application data flows.
• Provide regular reporting on application health, incident trends and KPIs to IT leadership and business stakeholders.
• Ensure supported applications meet security and regulatory compliance requirements relevant to the industry (e.g., data protection, access controls, audit readiness).
• Write and maintain PowerShell scripts to automate application monitoring, health checks and routine operational tasks across the environment.
• Own vulnerability and patch management for supported applications and coordinating remediation timelines, testing and patch cycles.

Requirements

• 5+ years of experience in IT operations, application support, or software support, including at least 12 years in a team lead, or supervisory capacity.
• Solid working knowledge of enterprise application operations: implementation, troubleshooting, monitoring and life-cycle management.
• Experience developing SOPs or operational documentation for application health, security and compliance.
• Experience mapping application dependencies, integrations and data flows across systems.
• Experience in a time-sensitive, transactional based environment such as health insurance, healthcare or financial services.
• Working knowledge of MS SQL Server, including scripting, SSRS and SSIS.
• Hands-on experience managing the Microsoft 365 ecosystem, specifically Copilot and Power Platform deployment, adoption and administration.
• Strong communication and customer-focus skills, with the ability to translate technical issues for non-technical stakeholders.
• Proven problem-solving ability and a results-driven approach to operational improvement.
• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Employee is required to have at minimum an internet speed of 75 Mbps (standard high-speed internet access).

Preferred Qualifications

• Experience with Microsoft based Application Lifecycle Management (ALM) practices and tooling.
• Experience supporting document/image processing automation systems.
• Experience supporting ServiceNow and/or Workday as a SaaS platform owner or administrator.
• Experience working within Azure cloud services in a hybrid cloud environment
• Familiarity with Windows Server and Oracle database environments in addition to SQL Server.
• Hands-on experience administering Microsoft IIS, including site and application pool configuration, SSL/TLS certificates and troubleshooting.
• Working proficiency in PowerShell scripting for automation, monitoring and operational troubleshooting.
• Experience driving or participating in automation initiatives with measurable operational.

What You'll Get In Return

• Competitive base pay + annual bonus
• Competitive medical plans
• Telemedicine available
• Paid parental leave
• Employee assistance and wellness support 24/7
• Free international healthcare coverage

Other Great Perks:

• Hybrid work model
• Work abroad arrangements available
• Generous PTO accrual program with carry-over option
• 9 paid holidays in addition to one floating holiday and one volunteer day
• Tuition reimbursement
• Career/Learning and development opportunities
• 401(k) with generous company match
• Pet insurance offerings
• Identify theft and legal coverages available
• Emphasis on well-being (Virtual well-being platform, monthly mindfulness events, and giveaways)