Director of Application Support

Role:

• Lead the global application support function for high-volume applications built on Linux and Windows environments, ensuring smooth operations, reliability, and scalability.
• Implement and drive DevOps best practices across the team to enhance system uptime, incident response, and overall operational efficiency.
• Establish robust incident management and resolution processes to handle critical issues, minimizing downtime and ensuring the swift resolution of any performance or operational problems.
• Define and manage SLAs, KPIs, and other performance metrics to deliver world-class support services, ensuring alignment with business requirements and customer expectations.
• Drive the adoption of automation tools for deployment, monitoring, and incident management, ensuring proactive identification and resolution of potential issues in Linux and Windows environments.
• Lead, mentor, and develop a global team of support engineers, instilling a culture of collaboration, continuous improvement, and customer focus.
• Partner with product engineering, DevOps, and infrastructure teams to ensure smooth application operations, providing feedback on areas for improvement, scalability, and performance tuning.
• Lead efforts to optimize and streamline operational processes, utilizing tools like Prometheus, Grafana, Splunk, and other monitoring solutions to ensure efficient resource utilization and system performance.
• Manage third-party vendors responsible for application delivery and support, ensuring performance standards and contract adherence.
• Ensure effective support across both Linux and Windows ecosystems, applying in-depth knowledge to troubleshoot and resolve issues within hybrid cloud environments.

• 10+ years of experience in application support, with at least 5 years in a leadership role managing global teams.
• Strong technical expertise in 1^st and 2^nd line support, Triaging, Ticketing Systems, Linux and Windows-based applications.
• Proven track record of implementing best practices, with deep understanding of system uptime, automation, and monitoring strategies.
• Experience managing high-volume, mission-critical applications in global 24/7 environments.
• Strong knowledge of infrastructure-as-code (IaC), and cloud environments, with a focus on ensuring the operational stability of services.
• Excellent skills in incident management, including developing processes for efficient escalation, resolution, and root cause analysis.
• Experience with monitoring tools such as Prometheus, Grafana, Splunk, or similar, and a strong understanding of automation frameworks for proactive application support.
• Strong leadership and communication skills, with the ability to collaborate across technical and business teams to align operational goals with business needs.
• Experience managing application support in complex cloud and hybrid environments, with specific expertise in AWS, Azure, or Google Cloud.
• ITIL certification or equivalent experience in IT service management.

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