Director- Application Support (ERP Product)

As the Director of Application Support, you will be responsible for leading our global support operations for mission-critical software products. Your main focus will be on defining support strategies, driving operational excellence, and ensuring high customer satisfaction through timely issue resolution. Your key responsibilities will include: - **Leadership & Strategy:** You will define and execute the application support strategy aligned with business goals, lead and mentor a global team of support engineers and managers, establish KPIs and SLAs to measure and improve support performance, and define strategies and establish support processes with Icertis solution partners. - **Customer Focus:** You must be a customer-focused leader with proven ability to build relations based on trust and professionalism. Your management skills should drive support, adoption, and value realization for global customers of enterprise products. - **Operational Excellence:** Ensuring 24/7 support coverage for critical applications, implementing ITIL best practices for incident, problem, and change management, and driving root cause analysis and continuous improvement initiatives are crucial aspects of this role. - **Collaboration & Communication:** You will partner with Product, Engineering, QA, and Customer Success teams to ensure seamless issue resolution, act as an escalation point for critical incidents and customer concerns, and communicate effectively with stakeholders on support metrics, trends, and improvement plans. - **Technology & Tools:** Evaluating and implementing support tools and platforms, leveraging automation and AI to improve support efficiency, and reducing manual effort will be part of your responsibilities. - **Compliance & Risk Management:** Ensuring compliance with data protection, security, and regulatory requirements, as well as managing risk through proactive monitoring and mitigation strategies, are essential for this role. Qualifications for this position include a Bachelor's or Master's degree in Computer Science, Information Technology, or related field, 15+ years of experience in application support with at least 3+ years in a leadership role, proven experience in managing global support teams for SaaS or enterprise software products, strong understanding of ITIL, DevOps, and Agile methodologies, and excellent communication, leadership, and stakeholder management skills. Preferred skills include experience with cloud platforms (AWS, Azure, GCP), familiarity with observability tools (Datadog, Splunk, New Relic), knowledge of database and application performance tuning, and certifications in ITIL, PMP, or similar frameworks.,