https://JOBS.RESOLUTION-TECH.COM/ en-us Senior Director of Application Support, Americas | Cloud & On-Premise
Lead a large, multi-disciplinary Customer Support organization responsible for the full SaaS product portfolio across On-Premise and Cloud environments. This role oversees Tier 2-3 engineering teams, a group of Technical Account Managers, and offshore support operations, totaling approximately 60 support professionals across multiple global sites.

Senior Director of Application Support, Americas | Role & Responsibilities

• Lead and manage Tier 2, and Tier 3 support teams, including offshore operations (approximately 60 engineers).
• Own end-to-end customer support for Cloud and On-Premise customers across the Americas.
• Strengthen customer relationships and drive measurable improvements in CSAT and customer loyalty.
• Ensure strict adherence to SLAs, KPIs, and contractual service commitments.
• Drive Continuous Improvement initiatives by analyzing field issues and implementing corrective actions.
• Deliver exceptional service quality, communication, and technical resolutions.
• Build strong cross-functional partnerships with Professional Services, R&D, Cloud Operations, and Product teams.
• Manage customer engagement and escalation processes, ensuring timely, transparent, and effective resolution of critical issues.
• Build, inspire, and retain a high-performing team within the America region, including matrix-managed environments.
• Lead initiatives to reduce backlog, improve operational efficiency, and optimize support processes.

Senior Director of Application Support, Americas | Knowledge & Qualifications

• Degree in Computer Science, Industrial/Electronic Engineering, or equivalent deep technical experience in IT, infrastructure, and complex system integrations.
• Experience in the Financial Market Compliance is a major plus.
• 7+ years of leadership experience managing support organizations, including large engineering teams.
• 5+ years in customer-facing or outbound engagement roles.
• Proven experience managing complex, enterprise-scale systems.
• Demonstrated ability to lead teams in cross-functional and matrix environments.
• Outstanding leadership, communication, and interpersonal skills.
• Strong customer-facing capabilities.
• 5+ years of experience supporting Cloud functions and solutions.
• Experience in organizations that made transformation from On-Prem to Cloud.

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#DICEJOBS]]> Wed, 05 Aug 2026 00:00:00 EDT 0 Global Manager, IT Employee Services
The Global Manager, IT Employee Services leads our worldwide employee technology support organization, overseeing the 24/7 Global Service Desk (Tier 1), three regional Tech Support teams (EMEA/IL, Americas, and APAC) and the Mobile Team. This leadership role owns all employee support channels, including chat, portal, onsite, and remote services, while driving exceptional employee experiences and operational excellence. The position is responsible for advancing automation and AI support strategies, unifying global processes and tools, and partnering closely with IT, Security, HR, Facilities, and Engineering to deliver a seamless, modern, and scalable support ecosystem.

Global Manager, IT Employee Services Impact Areas

Operational Excellence & Proactive Strategy:

• Proactive Service Evolution: Transition from reactive troubleshooting to a preventative service model by leveraging deep data analytics and trend forecasting to resolve issues before they impact the business.
• Scalable Global Infrastructure: Architect robust staffing models and readiness plans to ensure seamless, 24/7 global operations across all time zones.
• Strategic Process Ownership: Drive the maturity of ITSM practices (Incident, Request, Problem, Knowledge, and Change Management) to ensure operational stability and governance.
• Performance Benchmarking: Establish and monitor high-impact KPIs, including FCR, MTTR, CSAT, NPS, and SLA/SLO compliance, to maintain a culture of continuous improvement. Use AI technologies to enhance self-service, streamline knowledge management, and create intuitive, frictionless digital experiences for a global workforce.

Professional Team Development:

• High-Performance Leadership: Lead and mentor a distinguished, professional Global Service Desk (GSD) team, fostering a culture of technical excellence, empathy, and professional growth.
• Executive-Grade Support: Cultivate a team capable of providing white-glove support for executive leadership and key stakeholders, ensuring zero-friction technology experiences.
• Knowledge & Documentation Standards: Maintain a gold-standard repository for ticketing and technical documentation, promoting a culture of collaborative knowledge sharing and rapid onboarding.

Innovation & Digital Transformation:

• Next-Gen Automation: Accelerate the digital roadmap by expanding AI-driven virtual agents, sophisticated automation workflows, and intuitive self-service portals to reduce manual overhead.
• Cross-Platform Technical Mastery: Ensure the team delivers elite troubleshooting across a diverse ecosystem of devices (macOS, Windows, Mobile) and enterprise platforms.
• Strategic Stakeholder Alignment: Serve as a confident liaison between IT and business units, translating complex technical data into strategic insights that drive organizational value.
• Crisis & Vendor Management: Expertly manage major incidents and business communications while nurturing strategic vendor partnerships to ensure the highest tier of service delivery.

Global Manager, IT Employee Services Required Qualifications

• Bachelor's degree in information technology or a related field preferred.
• 8 to 12+ years of experience in IT Support or IT Operations, including 4 to 6+ years leading global or multi-site teams.
• Demonstrated ability to leverage operational metrics to drive improvements in the employee technology experience.
• Strong ITSM expertise with a solid technical foundation; familiarity with automation, self-service, and AI driven support models.
• Proven experience implementing AI-driven support models, including virtual agents, predictive issue detection, intelligent routing, and automated remediation workflows to elevate the employee support experience.
• Demonstrated ability to design and scale automation frameworks within ITSM platforms, reducing manual workload and increasing first contact resolution.
• Exceptional communication, leadership, and stakeholder management skills.

Global Manager, IT Employee Services Preferred Qualifications

• Experience managing follow the sun operations and supporting distributed global teams.
• Proven success developing or scaling executive level/VIP support programs.
• Track record of leading continuous improvement initiatives to enhance service quality and operational efficiency.

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#DICEJOBS]]> Tue, 04 Aug 2026 00:00:00 EDT 0 VP, Global Engineering and Automation Enablement

***This role is onsite.***

VP, Global Engineering and Automation Enablement Role Overview
We are seeking a senior Technology Leader to own the architecture, scalability, and intelligent automation of our core FinTech platforms. This role is responsible for designing large-scale, cloud-native, distributed systems while leveraging AI-driven automation to improve platform efficiency, reliability, and operational scale.
The ideal candidate combines deep expertise in platform architecture and distributed systems with a strong point of view on using AI to automate infrastructure operations, optimize performance, and enable predictive, self-healing platforms. This is a highly technical leadership role with material influence over how the platform scales as the business grows.
VP, Global Engineering and Automation Enablement Key Responsibilities
Platform Architecture & Technical Strategy

• Own the end-to-end platform architecture supporting core FinTech products and transaction flows
• Define architectural standards for scalability, performance, resiliency, and system composability
• Lead evolution from tightly coupled or monolithic systems toward distributed, service-oriented platforms
• Establish clear system boundaries, ownership models, and architectural governance
• Define and execute a multi-year platform roadmap aligned with growth, transaction scale, and product velocity

Scalability & Distributed Systems

• Design platforms capable of handling high transaction volumes, burst traffic, and sustained throughput
• Guide horizontal scaling strategies across compute, storage, data, and messaging layers
• Lead architectural decisions around sharding, partitioning, caching, asynchronous processing, and concurrency
• Continuously improve latency, throughput, and resource efficiency across the platform
• Enable multi-region and multi-environment scalability where required

Cloud & Infrastructure Architecture

• Architect cloud platforms (AWS, Azure, or GCP) optimized for scale, availability, and operational efficiency
• Define reference architectures for containerized workloads, microservices, and distributed runtimes
• Lead Kubernetes and container platform adoption and standardization
• Mature Infrastructure as Code (Terraform, CloudFormation, etc.) for consistent, scalable environments
• Own capacity modeling, growth forecasting, and infrastructure lifecycle planning

AI-Driven Automation & Intelligent Platforms

• Apply AI and machine learning techniques to automate platform operations and decision-making
• Use AI for:
  • Capacity forecasting and demand prediction
  • Anomaly detection in platform performance and system behavior
  • Automated root-cause analysis and incident correlation
  • Predictive scaling and infrastructure optimization
• Drive adoption of self-healing platform patterns where systems can respond automatically to failure or degradation
• Enable data pipelines, feature stores, and runtime environments required to support AI-enabled platform services
• Partner with data and engineering teams to productionize AI capabilities within core platform workflows

Platform Engineering & Developer Enablement

• Build shared platform capabilities that abstract complexity and enable product teams to scale independently
• Provide self-service infrastructure, golden paths, and opinionated platform tooling
• Standardize CI/CD, runtime environments, observability, and deployment patterns
• Reduce friction and cognitive load for application teams through strong platform design
• Measure and improve developer experience as a platform outcome

Reliability, Performance & Intelligent Operations

• Lead SRE practices focused on scalability, automation, and operational maturity
• Define and track SLIs/SLOs centered on throughput, latency, availability, and platform health
• Establish advanced observability (metrics, tracing, logging) as inputs to AI-driven insights
• Lead analysis of scaling failures, performance bottlenecks, and systemic inefficiencies
• Drive continuous improvement toward predictable, automated, and resilient operations

Required Qualifications

• 10+ years of experience designing and operating large-scale distributed systems
• 5+ years in senior technical leadership roles (Director, Principal, VP, or equivalent)
• Deep expertise in platform architecture, cloud-native design, and system scalability
• Strong hands-on experience with AWS, Azure, or GCP
• Proven experience with microservices, event-driven architectures, and distributed data systems
• Solid background in Infrastructure as Code and automation-first platform design
• Experience applying AI/ML concepts to operational or platform use cases

Preferred Qualifications

• Experience with high-volume transaction processing or real-time systems
• Strong Kubernetes and container platform experience
• Experience with event streaming platforms (Kafka or equivalent)
• Background modernizing legacy platforms at scale
• Experience with AI-assisted operations, AIOps, or intelligent monitoring platforms

Key Competencies

• Systems-level architectural thinking with a strong scalability mindset
• Ability to blend platform engineering and AI automation into practical solutions
• Technical credibility with senior engineers, architects, and leadership
• Pragmatic decision-maker who balances ideal architecture with real-world constraints
• Strong communicator who can translate technical strategy into business impact

30-60-90 Day Success Plan
First 30 Days – Understand & Assess

• Develop deep understanding of current platform architecture and scaling limits
• Review system topology, transaction paths, and performance characteristics
• Identify opportunities for automation, AI-driven optimization, and architectural simplification
• Build strong relationships across engineering, data, and product leadership

Days 31–60 – Architect & Automate

• Define target-state platform architecture with explicit scalability patterns
• Prioritize architectural improvements with the highest scale and automation leverage
• Introduce AI-enabled insights into observability, capacity, or incident analysis
• Establish platform standards, reference architectures, and design principles

Days 61–90 – Scale & Industrialize

• Deliver measurable improvements in throughput, latency, and platform stability
• Advance automation toward self-service, self-scaling, and self-healing capabilities
• Roll out platform-level AI automation for operations and performance optimization
• Finalize a multi-year platform and AI-automation roadmap
• Establish a culture of building intelligent systems designed to scale by default

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#DICEJOBS
 ]]> Thu, 23 Jul 2026 00:00:00 EDT 0 Assistant IT Director

Assistant IT Director Job Responsibilities
The Assistant IT Director will serve as a contributing member of the IT Division's Leadership Team, working collaboratively with IT staff, (STO) employees, Senior and Executive staff.
Assistant IT Director Job Duties:

• Serves as the Assistant IT Director. Leads and supports the planning, development, and administration of enterprise IT operations for the STO. Manages assigned operational and administrative functions of the IT Division to include supervision, motivation and development of staff.

• Manages daily IT operations including oversight of infrastructure, business applications, and helpdesk services; ensures reliable, secure, and efficient delivery of technology services aligned with agency needs.

• Leads designated IT vendor relationships and critical systems\applications to ensure efficient and effective operations of the STO and compliance with all policies, security and legal requirements.

• Serves as the primary STO operations liaison for shared services vendors, ensuring service delivery, performance standards, and operational priorities are aligned with agency requirements.

• Analyzes complex technical and operational issues and develops recommendations to improve system performance, security, and efficiency.

• Serves as a contributing member of the STO’s Information Security Team and supports implementation of cyber security programs, including incident response, risk assessments, vulnerability management, mitigation and remediation aligned with state wide security frameworks.

• Supports the operation of enterprise systems and integrations; including updates/enhancements interfaced with the State’s enterprise SAP solution, financial institutions, and third-party systems.

• Assists with IT operational and planning functions, including contract renewal tracking, procurement assistance, budget monitoring, and long-range technology planning.

Assistant IT Director Minimum and Additional Requirements
A bachelor's degree in Computer Science, Information Technology, Business Administration, or related field. At least six (6) years of progressively responsible experience at a senior IT management level managing complex information technology functions including a minimum of three (3) years of full-time, progressive supervisory experience in an IT environment or related field.
Assistant IT Director Preferred Qualifications
Preferred candidates will have experience in state government, financial services, or other regulated environments, with a strong background in cybersecurity, audit, compliance, and risk management. Project management experience, enterprise systems, and system integrations is desirable, along with familiarity with shared services environments. Relevant certifications such as Security+, CISSP, CISM, ITIL, PMP, or similar are preferred.
Assistant IT Director Additional Comments
Must be a highly effective communicator both orally and in writing. Proven ability to build, manage and foster a team-oriented environment. Excellent leadership, management and interpersonal skills. Must be able to establish and maintain effective working relationships and be able to comprehend and logically analyze situations before rendering decisions.
Must exercise judgment and discretion at all times. Ability to effectively plan and organize work activities and prioritize task completion to meet schedules and deadlines. Ability to work effectively with users, vendors and staff members. Ability to plan, direct, instruct and review the work of technical personnel. Extensive knowledge of computer systems analysis, design, testing, debugging and maintenance techniques. Extensive knowledge of computer programming languages.
On occasion will be called upon to work beyond standard office hours or long hours under pressure of meeting preestablished deadlines or to address issues or incidents. Must be able to safely lift and carry files, books and reports weighing up to 20 pounds. Must be able to sit, stand, and walk for prolonged or intermittent periods of time. Must be able to reach, bend and twist at the waist to perform filing, desk work and operate general office equipment.

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