Director, of Application Support

Director of Application Support


Director of Application Support

Who are we?
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, escalate 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 tec