• Oversee and lead the team responsible for resolving application and related issues for internal and external user communities across multiple business divisions. • Provide support for pre-production and production enterprise systems, ensuring stability and reliability for all applications. • Act as the primary escalation point for application support issues, ensuring incidents are triaged, owned, and driven to resolution. • Lead critical incident bridges, including assessing and declaring severity levels (e.g., Sev.1), driving timely resolution decisions, and completing root-cause analysis (RCA). • Collaborate with IT and Operational colleagues as well as external vendors to facilitate support, deployment, system maintenance, and incident resolution. • Oversee the Application Support ticket queues ensuring proper triage, prioritization, assignment, and timely closure. • Define and optimize ticketing workflows and automations (e.g., routing rules, alerts, integrations) to improve responsiveness, visibility, and reporting. • Use dashboards and reports from ticketing and monitoring tools to identify trends, recurring issues, and opportunities for process and system improvements. • Participate in and help structure the 24x7 on-call rotation • Oversee the development and growth of the team including training, coaching, performance management etc. • Perform other related duties as assigned.