Director, Application Support
A
AlkamiFinTech SaaS
Remote in the USFull-TimeDirector
Salary156,000 - 195,000 USD per year
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Job Details
- Experience
- 10+ years in B2B application/technical support; 5+ years directly leading managers or multi-team operations
- Required Skills
- Microsoft SQL ServerC#JiraRESTful APIsConfluenceSaaSServiceNow
Requirements
- 10+ years of experience in B2B application/technical support for complex, distributed SaaS applications.
- 5+ years of experience directly leading managers or multi-team operations in a high-volume technical support environment.
- Proven success leading leaders, ideally across distributed or remote teams.
- Deep understanding of B2B application support for n-tier, API-driven, or cloud architectures (e.g., C#, SQL Server, IIS, web services).
- Demonstrated ability to run an operation using metrics, building dashboards, and interpreting data for decision-making.
- Strong experience with incident management, crisis leadership, and executive-level communication.
- Proficiency with ServiceNow or similar ITSM/Ticketing platforms.
- Experience with Jira and Confluence.
- Ability to navigate ambiguity and manage change within an organization.
- Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or a related field.
Responsibilities
- Operationalize the vision and strategy for Application Support by setting clear team goals and metrics.
- Lead, develop, and mentor front-line Application Support Managers.
- Manage department-level KPIs including FRT, backlog age, SEV MTTR, and CSAT/CES.
- Establish standard operating rhythms for queue management, SLA monitoring, and incident reviews.
- Serve as the escalation point for complex client issues and lead post-incident reviews.
- Represent Application Support in cross-functional forums with Product, Engineering, and Client Care to influence roadmaps and release readiness.
- Ensure support practices align with financial services regulatory and security policies.
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