Application Support Director

Job Summary

Leading a multi-tier organization, the full-time remote Application Support Director will oversee end-to-end delivery of application support and managed services, ensuring operational excellence and stakeholder transparency while driving automation and continuous improvement.

Key responsibilities

• Own end-to-end delivery for application support and platform operations, ensuring performance against SLA and KPI commitments
• Direct L1/L2 support across business applications and integrations, ensuring alignment with L3 engineering teams
• Lead Major Incident Management, including escalation, communication, and service restoration efforts

Required qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 12-18 years of progressive IT experience in application support and service delivery
• 6-9 years in operations leadership within managed services or application support
• ITSM Practitioner / ITIL certifications preferred; additional certifications in PMP, Agile/Scrum, or cloud services are advantageous
• Proven experience managing global delivery models with strong client-facing communication skills