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Global Application Support Leadership Position
2 weeks ago
This is a senior leadership role overseeing global support operations for mission-critical software products.
Responsibilities:- Leadership and Strategy: Define and execute the application support strategy aligned with business goals, lead and mentor a global team of support engineers and managers, establish KPIs and SLAs to measure and improve support performance.
- Customer Focus: As a customer-focused leader, build relations based on trust and professionalism, drive support adoption and value realization for global customers of enterprise products.
- Operational Excellence: Ensure 24/7 support coverage for critical applications, implement ITIL best practices for incident, problem, and change management, drive root cause analysis and continuous improvement initiatives.
- Collaboration and Communication: Partner with Product, Engineering, QA, and Customer Success teams to ensure seamless issue resolution, act as an escalation point for critical incidents and customer concerns, communicate effectively with stakeholders on support metrics, trends, and improvement plans.
- Technology and Tools: Evaluate and implement support tools and platforms, leverage automation and AI to improve support efficiency and reduce manual effort.
- Compliance and Risk Management: Ensure compliance with data protection, security, and regulatory requirements, manage risk through proactive monitoring and mitigation strategies.
- Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
- 15+ years of experience in application support, with at least 3+ years in a leadership role.
- Proven experience in managing global support teams for SaaS or enterprise software products.
- Strong understanding of ITIL, DevOps, and Agile methodologies.
- Excellent communication, leadership, and stakeholder management skills.
