Director, Application Support

• Own L1/L2/L3 application support for store systems, merchandising, supply chain/WMS, ERP, enterprise tools, eCommerce/OMS and integrations.
• Lead incident, major incident, problem, service request, change, and escalation management, including root cause analysis, executive communications, and prevention of recurring incidents.
• Manage application health and service levels; report availability, mean time to restore service (MTTR), ticket volume and aging, and SLA performance.
• Partner with Business Solutions, Development, Infrastructure, Security, Integration, and Store Operations on releases, deployments, and operational readiness throughout the application lifecycle.
• Support the VP of IT Operations in aligning IT strategy and business objectives through collaboration across business and technology teams.
• Strengthen application reliability through end-to-end observability, using metrics, logs, traces, dashboards, and actionable alerts to detect issues proactively, reduce alert noise, and accelerate diagnosis.
• Improve support efficiency through automation and knowledge management, including reusable runbooks, automated incident enrichment and routing, and controlled remediation to reduce repetitive tasks, manual effort, and recovery time.
• Manage budgets, operational governance, and application lifecycle and technical debt roadmaps.
• Build and develop high-performing teams.
• Oversee vendor and managed service providers.

• Communicate clearly with technical, non-technical, and executive audiences, adapting messages to their needs.
• Apply ITIL or equivalent service management frameworks and define technical standards that meet SLA requirements.
• Proficiency with service management tools (e.g., ServiceNow), observability platforms, and automation technologies.
• Demonstrated experience supporting high-volume software environments.
• Manage third-party vendors and multiple functional areas within a managed services model.
• Lead, mentor, and develop application support teams, including performance management, team building, and conflict resolution.
• Adept at facilitating cross-team agreements.
• Work independently and effectively under pressure, solve problems, and quickly assess the business impact of technology issues., * Bachelor’s degree in IT, computer science, or a related field, or equivalent relevant work experience required.
• 8-15 years of IT experience, including 5+ years leading application support or operations teams, with experience managing managers, large support organizations, and application portfolios.
• Strong background in ITSM, ITIL, incident and problem management, and ServiceNow or similar tools.
• Experience managing vendors, managed services, and offshore support teams.
• Budget, contract, and operational governance experience.
• Retail experience with store and merchandising systems strongly preferred

Start Rate = $172,000 to $188,000 based on experience plus a 25% bonus and equity. The company offers Health, Dental, & Vision, a flexible spending account, life and disability insurance benefits, a 401k plan, PTO, paid holidays annually, and an employee stock purchase plan.