DIRECTOR OF APPLICATION SUPPORT CAREER OPPORTUNITY
Our client, who is a leader in enterprise risk assessment and anti-fraud software platforms is seeking an experienced Director of Application Support. This individual will lead an organization of cross-functional engineers that support the entire software product portfolio (on-prem and cloud).
DIRECTOR OF APPLICATION SUPPORT JOB DUTIES AND RESPONSIBILITIES
Lead an organization of Tier 1, 2, and 3 support teams (40-50 employees)
Full ownership of on-prem and cloud customers for the EMEA and APAC regions
Build strong relationships with customers to improve CSAT
Meet the SLAs and KPIs as defined in the service contracts
Lead and conduct Continuous Improvement processes through analysis of issues coming from the field
Provide high-quality service and deliverables
Maintain productive partnerships with other groups within the organization such as Professional Services, R&D, and Cloud Operations
Maintain Customer Engagement processes - Interact with customers on issue resolution, lead customer escalations
Build and maintain highly engaged teams across multiple sites and with a matrix management relationship
Lead and conduct processes to reduce the ticket backlog
DIRECTOR OF APPLICATION SUPPORT REQUIRED SKILLS AND QUALIFICATIONS
7+ Years of experience in Support Group Management/Leadership
5+ Years in an Outbound/Customer-Facing role
3+ Years of supporting Cloud products
Knowledge and clear understanding of complex systems
Experience leading global teams using a cross-functional matrix management model
Excellent leadership skills are a must
Great interpersonal and customer facing skills
Excellent verbal and written communication skills
Degree in Computer Science, Industrial/Electronic Engineering, or significant practical relevant technical experience/knowledge in IT infrastructure and complex integrations solutions
#RT
#DICEJOBS
Job Requirements
Director of Application Support, Director of Platform Support, Director of Software Support, Cross-Functional Matrix Management
I'm happy to connect with you on your next career challenge. Whatever your needs are, we at Resolution Technologies promise to provide unrivaled quality and service. Please don't hesitate to contact me if you have any questions about this position.
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