Senior Director of Application Support

2 days ago


Minneapolis, Minnesota, United States Anywhere Real Estate Full time
Job Summary:

The Senior Director of Application Support is a leadership role responsible for overseeing the support and maintenance of all applications within the Cartus, Anywhere Integrated Services, Backoffice/Transactional and Corporate Apps organizations. This individual will lead a team of support professionals, drive continuous improvement initiatives, and collaborate with various departments to enhance application performance, reliability, and user satisfaction.

Key Responsibilities:
  • Leadership and Management:
    • Lead, mentor, and develop a high-performing application support team.
    • Foster a culture of continuous improvement and customer-centric support.
    • Collaborate with senior P&T leadership and the business to develop and implement strategic initiatives.
  • Application Support:
    • Oversee and manage the managed support, L1,L2 & L3 support and maintenance of all business applications within the Cartus, Anywhere Integrated Services, Backoffice/transactional and Corporate Apps organizations.
    • Ensure timely resolution of application issues and incidents.
    • Perform retrospectives and exercises to continuously improve the process and procedures for incidents, problems and communication.
    • Communicate both proactively and reactively including performing the role of Incident Manager during any P2-P1 incident.
    • Monitor application performance and implement improvements as needed.
  • Process Improvement:
    • Partner closely with Engineering and Product peers to identify and implement areas for process improvement and lead initiatives to enhance support operations.
    • Develop and implement standard operating procedures (SOPs) and ensure compliance.
    • Utilize data and analytics to drive decision-making and support enhancements.
  • Cross-Functional Collaboration:
    • Work closely with other departments (e.g., IT, Product, Security, etc.) to ensure seamless application support.
    • Facilitate communication and collaboration between teams to achieve common goals.
    • Support the integration of new applications and systems to enhance business operations.
  • Risk Management:
    • Identify and mitigate application-related risks to ensure business continuity.
    • Develop and implement risk management strategies and contingency plans.
    • Ensure compliance with regulatory requirements and industry standards.

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