Senior Director of Application Support

A company is looking for a Senior Director of Application Support to lead global support operations for their ERP SaaS platform.

Key Responsibilities

Oversee day-to-day operations, incident response, customer escalations, and SLAs for the application support function

Build and manage a high-performing team of support managers, engineers, and analysts

Develop operational standards, KPIs, and performance metrics while driving root cause analysis for recurring issues

Required Qualifications

Bachelor's degree in Computer Science, Information Systems, or related field (Master's preferred)

15+ years of experience in technical or application support roles, with at least 8+ years in leadership

Experience managing support operations for a cloud-based ERP or enterprise SaaS platform

Strong familiarity with ITSM frameworks and tools

PMP, ITIL, or relevant certifications preferred