Icertis Solution - Director - Customer Support - ERP Application Support

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.

Qualifications:

- 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.

Preferred 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