Director, Customer Support (ERP-Application Support) Icertis

3.0 - 15.0 years

0 Lacs

pune, maharashtra

On-site

As a leader in the field of application support, you will play a crucial role in defining and executing the support strategy that aligns with the business goals. Your responsibilities will include leading and mentoring a global team of support engineers and managers, establishing KPIs and SLAs to measure and enhance support performance, and defining strategies and processes with Icertis solution partners. Your focus will be on building strong customer relationships based on trust and professionalism. With excellent management skills, you will be responsible for driving support, adoption, and value realization for global customers of enterprise products. In order to ensure operational excellence, you will need to guarantee 24/7 support coverage for critical applications, implement ITIL best practices for incident, problem, and change management, and drive continuous improvement initiatives through root cause analysis. Collaboration and communication will be key aspects of your role, as you will need to partner with Product, Engineering, QA, and Customer Success teams to ensure seamless issue resolution. You will also act as an escalation point for critical incidents and customer concerns, while effectively communicating with stakeholders on support metrics, trends, and improvement plans. Your expertise in evaluating and implementing support tools and platforms, leveraging automation and AI to enhance support efficiency, and ensuring compliance with data protection, security, and regulatory requirements will be essential in this role. To qualify for this position, you should have a Bachelors or Masters degree in Computer Science, Information Technology, or a related field, along with at least 15 years of experience in application support, including 3+ years in a leadership role. Your proven experience in managing global support teams for SaaS or enterprise software products, understanding of ITIL, DevOps, and Agile methodologies, as well as excellent communication, leadership, and stakeholder management skills will set you up for success. 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. Hands-on experience with Solex platforms will be advantageous for this role. Icertis is the global leader in AI-powered contract intelligence, empowering customers with insights and automation to drive revenue, control costs, mitigate risk, and ensure compliance. Join a team that values Fairness, Openness, Respect, Teamwork, and Execution, and be a part of revolutionizing contract management for businesses worldwide.,

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