[Hiring] Director of Application Support @Versant Health

Role Description

The Director of Application Support leads the operational stability, performance, and health of enterprise applications across production, pre-production, and test environments.

• Owner of Tier 2 application support, ensuring timely incident response, proactive issue prevention, and efficient remediation of system disruptions.
• Establishes and operates the enterprise Application Support function, serving as the primary escalation point between the IT Service Desk and other teams.
• Partners closely with development, infrastructure, vendors, and business teams to optimize application reliability and enhance support processes.
• Defines application support standards, escalation models, and operational metrics across the supported application portfolio.

Qualifications

• Deep understanding of enterprise application ecosystems, system architecture, and infrastructure dependencies, including SaaS platforms and internally developed applications.
• Demonstrated ability to build and scale Tier 2 application or production support organizations in complex enterprise environments.
• Strong service ownership mindset, balancing customer experience, operational stability, and engineering partnership.
• Ability to communicate complex technical concepts to non-technical audiences.
• Exceptional verbal and written communication skills.
• Strong listening skills, patience, and customer-service orientation.
• Proven ability to manage conflict, build consensus, and guide cross-functional teams through complex problem-solving.
• Critical thinking with strong analytical and investigative skills.
• Ability to remain calm under pressure and meet deadlines during high-severity incidents.
• Strategic decision-making aligned with organizational policies and regulatory requirements.
• Ability to rapidly assess issues, prioritize response, and coordinate across technical and business stakeholders.

Requirements

• Experience in IT, Computing, Information Systems, Business Administration, or related field.
• Experience in enterprise application environments, including leading or building application support, production support, or SRE-adjacent teams supporting both SaaS and custom-developed applications.
• Compliance with HIPAA & Security Requirements regarding protected health information (PHI).

Benefits

• Medical, dental, and paid vision coverage.
• Paid time off and company holidays.
• Retirement savings with employer contribution.
• Employee wellness resources.
• Professional development opportunities.
• Flexible work arrangements and employee assistance programs.