Application Support Director – Managed Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full ownership of application support, platform operations, and managed services while meeting contractual SLA, OLA, and KPI commitments.

• Provide L1/L2 support across various business applications, insurance platforms, data platforms, and integrations, collaborating with L3 engineering teams.

• Oversee Major Incident Management, which includes escalation processes, stakeholder communication, service restoration, and follow-up actions post-incident.

• Promote adherence to ITIL practices across incident, problem, change, release, and knowledge management, including participation in CAB and enforcement of change control.

• Establish, publish, and enhance operational KPIs while generating executive-ready reports, dashboards, and quarterly business review (QBR) packs.

• Foster automation and continuous improvement initiatives to minimize manual tasks, reduce ticket volume, and decrease mean time to recovery (MTTR), while encouraging proactive, self-healing operations.

• Lead and mentor a multi-tier team comprising service managers, technical leads, support engineers, platform analysts, and operations specialists.

• Act as the primary delivery liaison for clients and business stakeholders, offering updates on performance, risk management, and improvement strategies.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Information Technology, Data Analytics, Statistics, Mathematics, Engineering, Business, or a related discipline.

• 12–18 years of progressive IT experience encompassing application support, platform/technical operations, and service delivery.

• 6–9 years in service delivery/operations leadership within managed services, application support, or production operations, with a focus on accountability for outcomes.

• Proven success in managing global delivery models, including onshore, offshore, and nearshore coverage, on-call responsibilities, cost/quality balance, and coordination with cross-time-zone stakeholders.

• ITSM Practitioner / ITIL certifications are preferred.

• Additional certifications such as PMP, Prince2, Agile/Scrum, Azure, AWS, or ServiceNow are advantageous.

• Excellent client-facing and executive-level communication abilities.

• Capability to lead effectively in ambiguous and high-pressure production environments.

• Demonstrated people leadership experience, including coaching, performance management, talent development, and fostering a positive culture.

• Preferred industry experience in insurance, financial services, and/or enterprise SaaS environments that demand high availability and compliance with regulatory standards.

• Candidates must reside within the United States to be eligible for consideration.

🏝️ Benefits

• Eligibility for annual bonuses.

• 100% paid health insurance for employees available from Day 1.

• Medical, dental, and vision benefits accessible starting Day 1.

• Internet stipend available for remote positions.

• 401k plan with employer matching, vested from Day 1.

• HSA/FSA options provided.

• Employer-sponsored long-term and short-term disability coverage.

• Generous paid time off (PTO) plan, including paid holidays and floating holidays.

• Opportunities for development and growth within the organization.

• A comprehensive wellness program prioritizing employee health.