Director, of Application Support

Versant Health is one of the nation’s leading administrators of managed vision care, serving millions of our clients’ members nationwide. We are driven by our mission to help members enjoy the wonders of sight through healthy eyes and vision. As a Versant Health associate, you can enjoy a comprehensive Total Rewards package, which includes health and dental insurance, tuition reimbursement, 401(k) with company match, pet insurance, no-cost-to-you vision insurance for you and your qualified dependents. We are also invested in your success. There are many opportunities for advancement and development throughout all stages of your career with us. See how you can make a difference with the support of strong leadership and a team environment. See Everything, Be Anything™. What are we looking for? The Director of Application Support leads the operational stability, performance, and health of enterprise applications across production, pre‑production, and test environments. This role is the owner of Tier 2 application support and ensures timely incident response, proactive issue prevention, and efficient remediation of system disruptions. The Director establishes and operates the enterprise Application Support function, serving as the primary escalation point between the IT Service Desk and other teams, including Software Engineering, Infrastructure, Security, etc. The Director partners closely with development, infrastructure, vendors, and business teams to optimize application reliability, ensure seamless business operations, and continuously enhance support processes and documentation. This role has authority to define application support standards, escalation models, and operational metrics across the supported application portfolio. Where you will have an impact Lead, mentor, train, and develop team members across the application support and technology stack. Design, build, and scale the Application Support organization, including intake models, triage standards, escalation paths, service ownership, and analyst skill development. Establish clear roles, responsibilities, and career progression for Application Support staff. Monitor the overall performance, functional health, and stability of production, pre‑production, and test environments for all supported applications. Serve as the accountable owner for Tier 2 application support outcomes, including escalation quality, mean time to resolution (MTTR), repeat incident reduction, and customer experience. Define and enforce clear boundaries between Tier 2 Application Support responsibilities and other teams such as Software Engineering, Infrastructure, etc. Lead incident management across all supported systems, ensuring investigation, root‑cause analysis, remediation, accurate escalation to other teams when appropriate, and responsible communication. Partner with development, engineering, and infrastructure teams to enhance system performance, reliability, and operational maturity, while maintaining clear ownership boundaries between support and engineering functions. Collaborate closely with software and hardware vendors; coordinate troubleshooting, elevate issues, and ensure timely resolution. Act as an escalation arbiter when responsibility, ownership, or prioritization conflicts arise across technical teams. Develop, maintain, and enforce documentation, runbooks, and standard operating procedures for application support. Review application logic, configuration, logs, data flows, and integration behavior to identify functional defects, misconfigurations, or performance bottlenecks, escalating true code defects to engineering teams with clear reproduction steps and impact analysis. Develop and execute complex queries across large datasets to support impact analysis, data reconciliation, auditing, and validation tasks. Design and govern the Application Support on‑call model and participate directly during organizational build‑out, major incidents, or periods of elevated operational risk. Monitor key processes, integrations, and reports for custom applications to proactively identify anomalies or failures. Perform routine system configuration changes, environment updates, and maintenance activities within defined Application Support boundaries and approved change processes. Conduct trend analysis and monitor performance metrics to identify recurring issues, improvement opportunities, or emerging risks. Participate actively in business continuity (BC) and disaster recovery (DR) testing and preparedness efforts. Ensure applications meet defined operational readiness and supportability standards prior to production releases. Create reports and dashboards for business and technology stakeholders. Define, track, and report key application support KPIs, including MTTR, escalation accuracy, repeat incident rates, and application health indicators. Oversee the full incident lifecycle, ensuring proper documentation, communication, and closure in systems of record. Conduct trend analysis on incidents and problems to identify systemic issues and drive preventative remediation. Drive operational excellence by identifying, proposing, and implementing process improvements and automation opportunities. Own and evolve application support tooling, workflows, and alerting to improve signal quality and reduce operational noise. Required Skills and Core Qualities 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. What’s necessary to do the job? IT, Computing, Studies, Information Systems, Business Administration, or related field. Experience in enterprise application environments, including experience leading or building application support, production support, or SRE‑adjacent teams supporting both SaaS and custom‑developed applications. HIPAA & Security Requirements All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be always protected. As a result, Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program. We offer a comprehensive and competitive total rewards package designed to support your health, financial well‑being, and work‑life balance. Benefits include medical, dental, and paid vision coverage; paid time off and company holidays; retirement savings with employer contribution; employee wellness resources; and professional development opportunities. Additional benefits may include flexible work arrangements, employee assistance programs, and other programs that support you both at work and beyond. Versant Health will never request money from candidates who seek employment with us and will never ask for any payment as part of the recruitment process. Versant Healthis a proud Equal Employment Opportunity and Affiantive Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at Versant Health without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law. #J-18808-Ljbffr Versant Health, Inc.