Application Support Director – Managed Services
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Job Description
Director leading application support, platform operations, and managed services for ReSource Pro, an insurance workflow and technology services provider. Improving SLA performance, incident response, automation, and client outcomes across global delivery teams.
Responsibilities:
- Own end-to-end delivery for application support, platform operations, and managed services against contractual SLA, OLA, and KPI commitments
- Direct L1/L2 support across business applications, insurance platforms, data platforms, and integrations, aligning with L3 engineering teams
- Lead Major Incident Management, including escalation, stakeholder communication, service restoration, and post-incident follow-through
- Drive ITIL adherence across incident, problem, change, release, and knowledge management, including CAB participation and change control enforcement
- Define, publish, and improve operational KPIs and produce executive-ready reporting, dashboards, and QBR packs
- Drive automation and continuous improvement to reduce manual effort, ticket volume, and MTTR and promote proactive, self-healing operations
- Lead and develop a multi-tier team of service managers, technical leads, support engineers, platform analysts, and operations specialists
- Serve as the primary delivery interface to client and business stakeholders, providing updates on performance, risk, and improvement roadmaps
Requirements:
- Bachelor's degree in Computer Science, Information Technology, Data Analytics, Statistics, Mathematics, Engineering, Business, or a related field
- 12–18 years of progressive IT experience across 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 accountability for outcomes
- Demonstrated success managing global delivery models, including onshore/offshore/nearshore coverage, on-call, cost/quality balance, and cross-time-zone stakeholders
- ITSM Practitioner / ITIL certifications preferred
- PMP, Prince2, Agile/Scrum, Azure, AWS, or ServiceNow certifications are an added advantage
- Strong client-facing and executive-level communication skills
- Ability to lead through ambiguity and high-pressure production situations
- Proven people leadership, including coaching, performance management, talent development, and culture building
- Preferred industry exposure to insurance, financial services, and/or enterprise SaaS environments with high availability and regulatory expectations
- Must reside within the United States to be eligible for consideration
Benefits:
- Annual bonus eligibility
- 100% paid employee health insurance available on Day 1
- Medical, dental, and vision benefits available on Day 1
- Internet stipend eligibility for remote positions
- 401k with employer match, vested on Day 1
- HSA/FSA available
- Employer-provided long-term and short-term disability
- Generous PTO plan with paid holidays and floating holidays
- Development and growth opportunities
- Comprehensive wellness program and prioritization of employee health
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