Job Summary: The Senior Director of Application Support is a leadership role responsible for overseeing the support and maintenance of all applications within the Cartus, Anywhere Integrated Services, Backoffice/Transactional and Corporate Apps organizations along with the focus and strategy for business application support and monitoring. This individual will lead a team of support professionals, drive continuous improvement initiatives, and collaborate with various departments to enhance application performance, reliability, and user satisfaction.  This position also collaborates and communicates with the business and other teams within Product and Technology both proactively and progressively to ensure visibility and understanding of both value and impacts to the business based on performance and usability metrics defined and reviewed on a regular basis.

 

Key Responsibilities:

Leadership and Management: Lead, mentor, and develop a high-performing application support team. Foster a culture of continuous improvement and customer-centric support. Collaborate with senior P&T leadership and the business to develop and implement strategic initiatives. Application Support: Oversee and manage the managed support, L1,L2 & L3 support and maintenance of all business applications within the Cartus, Anywhere Integrated Services, Backoffice/transactional and Corporate Apps organizations. Ensure timely resolution of application issues and incidents. Perform retrospectives and exercises to continuously improve the process and procedures for incidents, problems and communication. Communicate both proactively and reactively including performing the role of Incident Manager during any P2-P1 incident. Monitor application performance and implement improvements as needed. Process Improvement: Partner closely with Engineering and Product peers to identify and implement areas for process improvement and lead initiatives to enhance support operations. Develop and implement standard operating procedures (SOPs) and ensure compliance. Utilize data and analytics to drive decision-making and support enhancements. Cross-Functional Collaboration: Work closely with other departments (e.g., IT, Product, Security, etc.) to ensure seamless application support. Facilitate communication and collaboration between teams to achieve common goals. Support the integration of new applications and systems to enhance business operations. Risk Management: Identify and mitigate application-related risks to ensure business continuity. Develop and implement risk management strategies and contingency plans. Ensure compliance with regulatory requirements and industry standards.

 

Qualifications:

Bachelor’s degree in Information Technology, Computer Science, or a related field (Master’s degree preferred). Minimum of 10 years of experience in application support or a similar role. Proven track record of leading and managing high-performing teams. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to work in a fast-paced, dynamic environment. Proficiency in using application support software and tools.