Job Details

The Senior Director, Enterprise Application Support provides strategic leadership, governance, and operational oversight for the enterprise application support ecosystem. This role ensures high availability, scalability, and optimal performance of all core applications to support continuous enterprise operations. The Sr. Director participates in ITIL-aligned incident and problem strategies to minimize business disruption and accelerate issue resolution. Serving as a key bridge between technical teams and executive leadership, this role leads cross-functional alignment with development, infrastructure, and business units. The Sr. Director establishes key performance indicators (KPIs) and automation frameworks to continuously modernize the application support function, operating with full autonomy to safeguard the technology environment.

Responsibilities

• Define and execute the global operational strategy for enterprise application support across all business units.

• Establish, monitor, and report on executive-level KPIs and operational metrics to guarantee platform uptime and performance.

• Participate in enterprise-wide incident response management for critical application outages.

• Participate in root cause analysis (RCA) and permanent problem-remediation frameworks across the application landscape.

• Formulate governance frameworks, standard operating procedures, and comprehensive knowledge management strategies.

• Direct, mentor, and scale a high-performing department of Enterprise Application Support managers, engineers, and liaisons.

• Collaborate with End-Users, Product and Engineering leaders to ensure customer satisfaction as well as assist with smooth transition of new software from deployment to steady-state operations.

• Champion automation, AI-driven operations (AIOps), and self-healing systems to reduce manual support intervention.

• Act as the primary liaison between enterprise application support operations and business executive stakeholders regarding application performance and roadmap alignment.

• Evaluate emerging support technologies, monitoring tools, and methodologies to continuously modernize enterprise capabilities.

• Embody AnewHealth’s Core Values in all communications and interactions.

• Other duties as assigned.

The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job.  Not all of the duties may be assigned to a position.

Qualifications: These represent the desired qualifications of the ideal candidate. They are not meant to limit consideration for candidates who do not meet all of the standards listed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Bachelor’s degree in Computer Science, Information Technology/Systems or Equivalent related field

Experience

• 10+ years of progressive IT experience, with at least 5+ years in a senior leadership role overseeing enterprise-scale application support or IT operations.

• 5-8 years of experience in a healthcare-based help desk or support environment required.

• Proficiency with healthcare software, terminologies, EMRs or EHRs.

Skills & Abilities

• Expertise in ITIL service management frameworks and ITSM platforms (e.g. Atlassian: JIRA, Confluence and/or Status Page).

• Strong analytical abilities, organizational skills, problem-solving skills, and attention to detail.

• Exceptional communication skills with the ability to translate complex technical issues into strategic business impacts for executive audiences.

• Flexible and adaptable to change

• Have an internal sense of drive, self-motivation, a team player, action and results oriented.

• Ability to handle stress and prioritize multiple issues in a fast-paced environment.

• Excited & motivated to learn new technologies and advance personal skillset.

Schedule: This is a full-time position with an expectation to work an average of 40 hours per week and be available outside of normal business hours to meet customer expectations on an ad-hoc basis.  Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

Travel: Travel may be required for special organization or department events, department team meetings, trade shows, conferences, and other client engagements.

This is a remote position.

AnewHealth offers a comprehensive benefit package for full-time employees that includes medical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits, 401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire.