Director - Application Support(ERP)
- Icertis
- 18 - 26 years
- Pune
- 7 months ago
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Job Description
Role & responsibilities
Leadership & 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.
- Define strategies and establish support process with Icertis solution partners.
Customer Focus
- Customer focused leader with proven ability to build relations based on trust & professionalism.
- Must possess excellent management skills with a successful track record of driving 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 & 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 & Tools
- Evaluate and implement support tools and platforms (e.g., ticketing systems, monitoring tools).
- Leverage automation and AI to improve support efficiency and reduce manual effort.
Compliance & Risk Management
- Ensure compliance with data protection, security, and regulatory requirements.
- Manage risk through proactive monitoring and mitigation strategies.
Preferred candidate profile
- Bachelors or Masters 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.
- Entrepreneurial hands on working style to develop and deliver business outcomes effectively doing so even when resource and time frame constraints exist.
- Strong understanding of ITIL, DevOps, and Agile methodologies.
- Excellent communication, leadership, and stakeholder management skills.
- Experience with cloud platforms (AWS, Azure, GCP).
- Familiarity with observability tools (Datadog, Splunk, New Relic).
- Knowledge of database and application performance tuning.
- Certifications in ITIL, PMP, or similar frameworks.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Service DeliveryRole: Service Delivery LeaderEmployement Type: Full timeContact Details:
Company: IcertisLocation(s): Pune+ View Contact
Keyskills: SAP Product Support Application Support
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₹ .5-40 Lacs P.A
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