Director - Application Support(ERP)

Role & responsibilities

Leadership & Strategy

• 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.
• Define strategies and establish support process with Icertis solution partners.

Customer Focus

• Customer focused leader with proven ability to build relations based on trust & professionalism.
• Must possess excellent management skills with a successful track record of driving support, adoption and value realization for global customers of enterprise products.

Operational Excellence

• Ensure 24/7 support coverage for critical applications.
• Implement ITIL best practices for incident, problem, and change management.
• Drive root cause analysis and continuous improvement initiatives.

Collaboration & Communication

• 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.
• Communicate effectively with stakeholders on support metrics, trends, and improvement plans.

Technology & Tools

• Evaluate and implement support tools and platforms (e.g., ticketing systems, monitoring tools).
• Leverage automation and AI to improve support efficiency and reduce manual effort.

Compliance & Risk Management

• Ensure compliance with data protection, security, and regulatory requirements.
• Manage risk through proactive monitoring and mitigation strategies.

Preferred candidate profile

• Bachelors 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.
• Entrepreneurial hands on working style to develop and deliver business outcomes — effectively doing so even when resource and time frame constraints exist.
• Strong understanding of ITIL, DevOps, and Agile methodologies.
• Excellent communication, leadership, and stakeholder management skills.

• Experience with cloud platforms (AWS, Azure, GCP).
• Familiarity with observability tools (Datadog, Splunk, New Relic).
• Knowledge of database and application performance tuning.
• Certifications in ITIL, PMP, or similar frameworks.