VP, Application Support

Client is seeking a VP Application Support Lead to optimize its application support function. This role will manage the support queue, oversee incident resolution, and track key performance indicators (KPIs). The ideal candidate will work closely with product owners and technology teams to enhance system stability and manage technical debt, ensuring seamless experience for business users.

Client Details

Publicly traded real estate investment trust

Description

• Support Operations Management
  • Oversee the support queue, triage issues, and assign tasks to appropriate resources.
  • Manage incident response and escalation, ensuring timely and effective resolutions.
  • Act as a liaison between business users and technology teams to ensure smooth issue resolution.
• KPI Tracking & Reporting
  • Define, track, and report key support performance metrics, such as response/resolution times, system uptime, and recurring issues.
  • Identify trends and recommend process improvements to enhance support efficiency.
• Stakeholder Collaboration
  • Partner with business users to understand operational pain points and technological needs.
  • Work closely with product owners to prioritize system stability improvements and address long-standing technical debt.
  • Collaborate with developers and vendor support teams to implement long-term solutions.
• Process Improvement & Automation
  • Develop best practices for incident management and documentation.
  • Identify opportunities for automation and proactive monitoring to improve system reliability.
• Technical & Analytical Support
  • Utilize SQL and other analytical tools to investigate and resolve system issues.
  • Provide data insights to business teams to support decision-making and problem resolution.

Profile

Basic Qualifications:

• Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field (or equivalent experience).
• 5+ years of experience in application support, IT operations, or a related field, with at least 2+ years in a leadership role.
• Experience in financial services, specifically with mortgage finance is required.
• Experience with incident and problem management frameworks
• Familiarity with enterprise support tools (e.g., ServiceNow, JIRA, or similar ticketing systems).
• Strong ability to engage with both technical and non-technical stakeholders, translating business needs into technology solutions.
• Proven ability to work under pressure and prioritize tasks effectively.
• Excellent problem-solving skills and attention to detail.
• Strong communication skills and ability to work collaboratively in a team environment.

Eligibility Requirements:

• Must be willing to work in New York, NY, role is based in NYC
• Must be willing to submit to a background investigation
• Must have unrestricted work authorization to work in the United States
• Must be willing to work additional hours as needed to complete deadline driven projects

Job Offer

Competitive Package

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.