Director, Application Support
Core
Leads application support and maintenance for retail store systems, merchandising, supply chain, ERP, and eCommerce tools, ensuring reliable services and alignment with business goals.
Role type
Director, Application Support
Builds
Reliable application services for retail operations (store systems, WMS, ERP, eCommerce)
Domain
Retail / IT Operations
Required skills
Application support leadership, ITIL/ITSM frameworks, ServiceNow, incident/problem/change management, vendor/managed service provider management, budget and operational governance, team building and development, automation and observability
Preferred skills
Retail experience with store and merchandising systems, experience managing offshore support teams
Technologies
ServiceNow, observability platforms, automation tools
Responsibilities
Own L1/L2/L3 application support for store systems and enterprise tools; Lead incident, major incident, and problem management; Manage application health, service levels, and SLA performance; Partner with development and infrastructure teams on releases; Strengthen reliability through end-to-end observability; Improve efficiency through automation and knowledge management; Manage budgets and technical debt roadmaps; Build and develop high-performing teams; Oversee vendor and managed service providers
Seniority
Director, strategic leadership with hands-on oversight