Director- Application Support(ERP Product)

Job Summary:

We are seeking a strategic and experienced Director of Application Support to lead our global support operations for mission-critical software products. This role will oversee the application support teams, define support strategies, drive operational excellence, and ensure high customer satisfaction through timely and effective resolution of issues.

Key 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.

Qualifications:

• 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.
• 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.

Preferred 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.