Senior Director, Enterprise Application Support

Role overview

This senior leadership role owns the strategy, governance, and day-to-day operating model for enterprise application support. The position is responsible for keeping critical applications available and performant, reducing business disruption, modernizing support practices, and translating operational and technical issues into clear business priorities for executive stakeholders.

Responsibilities

- Define and execute an enterprise-wide application support strategy across business units. - Establish and report executive-level KPIs covering uptime, application performance, service quality, and operational effectiveness. - Lead or participate in response to critical application incidents, including root-cause analysis and permanent remediation efforts. - Create governance standards, operating procedures, knowledge-management practices, and transition processes for moving new software into steady-state support. - Lead, mentor, and scale a department of application-support managers, engineers, and business liaisons. - Partner with end-user, product, engineering, infrastructure, and business leaders while evaluating automation, AIOps, monitoring, and self-healing capabilities.

Requirements

- Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related field, or equivalent experience. - At least 10 years of progressive IT experience, including at least five years in senior leadership overseeing enterprise application support or IT operations. - Five to eight years of experience in a healthcare help-desk or application-support environment. - Proficiency with healthcare software, terminology, and electronic medical or health record systems. - Strong knowledge of ITIL service management and IT service-management platforms, including tools such as Jira, Confluence, or Statuspage. - Excellent analytical, organizational, communication, and problem-solving skills, including the ability to explain technical risk and impact to executive audiences.

Benefits and work setup

This is a full-time remote position, generally averaging 40 hours per week, with possible after-hours availability for customer or operational needs. Travel may be required for team meetings, organizational events, conferences, trade shows, or client engagements. The source describes medical, dental, and vision coverage, flexible spending options, life insurance, short-term disability coverage, retirement benefits, paid time off, and paid holidays.