Director of Application Support

New York, NY 10007

Posted: 10/09/2023 Job Category: Director Manager VP Executive C-Level Job Number: 2780

Job Description


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
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Job Requirements

Director of Application Support, Director of Platform Support, Director of Software Support, Cross-Functional Matrix Management

Meet Your Recruiter

Sam Slonkosky
Technical Recruiter

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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