Senior Director, Enterprise Application Support

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

📋 Description

• Develop and implement the global operational strategy for enterprise application support across all business units.

• Create, track, and present executive-level KPIs and operational metrics to ensure platform uptime and performance.

• Engage in enterprise-wide incident response management for critical application outages.

• Take part in root cause analysis and the establishment of permanent problem-remediation frameworks.

• Design governance frameworks, standard operating procedures, and knowledge management strategies.

• Lead, mentor, and expand a department of Enterprise Application Support managers, engineers, and liaisons.

• Collaborate with end users, Product, and Engineering leaders to guarantee customer satisfaction and facilitate the transition of new software into steady-state operations.

• Promote automation, AI-driven operations (AIOps), and self-healing systems.

• Act as a liaison between application support operations and executive stakeholders concerning application performance and roadmap alignment.

• Assess emerging support technologies, monitoring tools, and methodologies.

• Exemplify AnewHealth’s Core Values.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology/Systems, or a related field.

• Over 10 years of progressive IT experience.

• A minimum of 5 years in a senior leadership position managing enterprise-scale application support or IT operations.

• 5 to 8 years of experience in a healthcare-based help desk or support environment is required.

• Proficient in healthcare software, terminologies, EMRs, or EHRs.

• In-depth knowledge of ITIL service management frameworks.

• Familiarity with ITSM platforms like Atlassian JIRA, Confluence, and/or Status Page.

• Strong analytical, organizational, problem-solving, and attention-to-detail abilities.

• Excellent communication skills with the capacity to translate complex technical issues into strategic business impacts for executive audiences.

• Adaptable to change.

• Capable of handling stress and prioritizing multiple issues in a fast-paced environment.

• Applicants must be eligible to work in this country.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Flexible spending accounts.

• Company-paid life insurance.

• Short-term disability coverage.

• Voluntary benefits.

• 401(k).

• Paid Time Off.

• Paid holidays.

• Remote work arrangement.