Senior Manager, Production Support

Amwell
Boston, MA Remote Full Time
POSTED ON 6/6/2022 CLOSED ON 11/29/2022

Job Posting for Senior Manager, Production Support at Amwell

Company Description

Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.

Brief Overview:

The Senior Manager, Production Support will play a critical role in a fast-growing software company located in Boston's bustling financial district. We're looking for a full-time Senior Manager, Production Support to work on our web-based online health care solutions. Our software combines the best elements of the web, video, and telephony to bring patients and health care providers together in innovative new ways. 

Core Responsibilities:

  • Manage and mentor technical teams that both troubleshoot and fix production code.
  • Assist in the design and implementation of troubleshooting guides for Converge.
  • Engage in all aspects of software troubleshooting: Log analysis, Code Analysis and Data Analysis.
  • Work with Development/Product/Client Services teams to troubleshoot, explain and suggest fixes for outstanding issues (proactively and reactively).
  • Provide technical strategic leadership to your respective teams.
  • Develop thorough knowledge of Amwell products(s), 3rd party integrations and internal/external customer expectations.
  • Work with the Director, Production Support to provide technical assistance and support to Client Services/Technical Services/Development teams along with Amwell Clients.
  • Assist in defining, measuring, and managing data-driven KPIs/SLOs.
  • Manage and participate in on-call rotation.

Qualifications:

  • 7 years of technical software troubleshooting and monitoring.
  • 5 years of growing and leading technical teams.
  • 5 years of experience debugging code (Java, JS, python, etc).
  • Strong understanding of distributed systems, architectures, and concepts
  • Thorough knowledge of SQL, NoSQL, datastores.
  • Thorough knowledge of WebRTC.
  • Proven track record of interfacing with internal and external clients.
  • Proven track record of troubleshooting using AppDynamics, ELK Stack, AWS Cloudwatch (and other tools).
  • Proven track record of driving war rooms and critical situations.
  • Effective team time management skills with the ability to assign and juggle multiple tasks and shifting requirements.

Additional information

Your Team:

 Should you join American Well and the Hosting team, you can expect:

American Well’s Operations group is a mission-focused technology team made up the best and brightest technical talent. Operating out of our Boston headquarters, our engineers specialize in Information Technology, Cyber Security & Compliance, Hosting Operations, Business Intelligence, Kiosk Operations and Network Engineering. We operate a state of the art Cyber Command Center designed specifically to manage and protect our global telehealth infrastructure.

We leverage the latest technologies including an array of deployment and management tools as well as several cyber threat intelligence networks to keep our systems running smoothly around the clock.

If you enjoy working hard, challenging yourself, and staying at the cutting edge of technology, this is the team for you.

Working at Amwell:

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We’re a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic. 

Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.

Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce and our Community.

Amwell is a "virtual first" workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are!  Amwell has collaboration spaces in Boston, Tysons Corner, Portland, Woodland Hills, and Seattle.

  • Unlimited Personal Time Off (Vacation time)
  • 401K match
  • Competitive healthcare, dental and vision insurance plans
  • Paid Parental Leave (Maternity and Paternity leave)
  • Employee Stock Purchase Program
  • Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
  • Free Subscription to the Calm App
  • Tuition Assistance Program
  • Pet Insurance
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