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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in leading application support functions, managing incident, problem, and knowledge management practices, and driving operational efficiency in a complex technology environment. Proven ability to oversee financial program management, vendor accountability, and compliance while translating performance metrics into strategic insights.
Highest-signal resume keywords
Application Support LeadershipIncident ManagementFinancial Program ManagementVendor ManagementOperational Efficiency Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Application SupportIncident ManagementProblem ManagementKnowledge ManagementPerformance MonitoringResource Efficiency TrackingCapacity ManagementService Level AgreementsGovernance ComplianceOperational Metrics Analysis
Soft Skills
Senior-Level CommunicationStakeholder AlignmentCommercial AwarenessRisk ManagementDecision-Making
Tools & Technologies
AI ToolingEmerging Technologies
Certifications & Qualifications
Bachelor's DegreeMaster's Degree (Beneficial)
Industry Keywords
Application Onboarding StandardsService Quality ImprovementThird-Party Vendor OversightOperational Performance MetricsCost Reduction Opportunities
About the role
Key responsibilities & impact- Lead multiple application support initiatives across people management, including performance evaluation, compensation decisions, recruitment, and team development
- Manage end-to-end application support delivery across incident, problem, and knowledge management
- Drive measurable improvements in service quality and end-user efficiency
- Oversee compliance, timesheet accuracy, and delivery governance
- Own financial program management for the support function
- Track resource efficiency, testing progress, and operational performance metrics
- Manage third-party vendors and offshore managed service providers
- Hold vendors accountable to contractual performance expectations and service level agreements
- Define and implement a capacity management framework governing application throughput and latency
- Maintain system reliability at enterprise scale
- Represent technology in business review forums
- Translate operational data and performance metrics into insights for commercial and strategic decision-making
- Establish application onboarding standards
- Partner with development teams to embed stability and supportability into new services
Requirements
What you’ll need- 10+ years experience leading application support functions within a large, complex technology environment
- Full accountability for teams, budgets, and service outcomes
- Hands-on experience managing incident, problem, and knowledge management practices at enterprise scale
- Track record of improving service quality and operational efficiency
- Financial and program management capability
- Ability to track metrics, manage resource efficiency, and translate performance data into operational decisions
- Experience overseeing third-party vendors and offshore managed service providers
- Experience with performance monitoring and contractual accountability
- Strong commercial awareness and ability to identify cost reduction opportunities
- Ability to deliver efficiency improvements across a supported application portfolio
- Confident senior-level communication and stakeholder alignment skills
- Ability to translate technical operational detail into business-relevant insights
- Commitment to risk and compliance standards
- Ability to identify control issues and ensure adherence to relevant policies and governance requirements
- Bachelor's degree or equivalent university-level education
- Master's degree in a relevant discipline (beneficial)
- Familiarity with AI tooling and openness to adopting emerging technologies (beneficial)
- Experience working closely with senior business partners or delivery leads (beneficial)
Benefits
Comp & perks- Hybrid working model with 3 days in the office and 2 days working remotely
- Access to learning and development resources
- Support for exploring and adopting AI and emerging technology tools
- Competitive compensation
- Comprehensive benefits package
- Medical, dental & vision coverage
- 401(k)
- Life, accident, and disability insurance
- Wellness programs
- Paid vacation/planned time off
- Paid sick leave/unplanned time off
- Paid holidays
- Wellbeing and family support programs
- Discretionary and formulaic incentive and retention awards may be available for eligible employees