<p>Director of Application Support</p><p style="margin: 0in; font-size: 11pt; font-family: Arial, sans-serif;"><strong><span style="font-size: 14.0pt; color: black;">Director of Application Support</span></strong></p>
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<p style="margin: 0in; font-size: 11pt; font-family: Arial, sans-serif;"><strong><span style="font-size: 10.0pt;">Who are we?</span></strong></p>
<p style="margin: 0in; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">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.</span></p>
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<p style="margin: 0in; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">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. </span></p>
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<p style="margin: 0in; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">See how <em>you</em> can make a difference with the support of strong leadership and a team environment.</span></p>
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<p style="margin: 0in; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">See Everything, Be Anything™.</span></p>
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<p style="margin: 0in; font-size: 11pt; font-family: Arial, sans-serif;"><strong><span style="font-size: 10.0pt;">What are we looking for? </span></strong></p>
<p style="margin: 0in; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">The Director of Application Support leads the operational stability, performance, and health of enterprise applications across production, pre</span><span style="font-size: 10.0pt; font-family: 'Cambria Math', serif;">‑</span><span style="font-size: 10.0pt;">production, and test environments. </span></p>
<p style="margin: 0in; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">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.</span></p>
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<p style="margin: 0in; font-size: 11pt; font-family: Arial, sans-serif;"><strong><span style="font-size: 10.0pt;">Where you will have an impact</span></strong></p>
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<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">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.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Monitor the overall performance, functional health, and stability of production, pre</span><span style="font-size: 10.0pt; font-family: 'Cambria Math', serif;">‑</span><span style="font-size: 10.0pt;">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.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Lead incident management across all supported systems, ensuring investigation, root</span><span style="font-size: 10.0pt; font-family: 'Cambria Math', serif;">‑</span><span style="font-size: 10.0pt;">cause analysis, remediation, accurate escalation to other teams when appropriate, and responsible communication.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">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.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">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.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Develop, maintain, and enforce documentation, runbooks, and standard operating procedures for application support.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">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.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Develop and execute complex queries across large datasets to support impact analysis, data reconciliation, auditing, and validation tasks.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Design and govern the Application Support on-call model and participate directly during organizational build-out, major incidents, or periods of elevated operational risk.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Monitor key processes, integrations, and reports for custom applications to proactively identify anomalies or failures.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Perform routine system configuration changes, environment updates, and maintenance activities within defined Application Support boundaries and approved change processes.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Conduct trend analysis and monitor performance metrics to identify recurring issues, improvement opportunities, or emerging risks.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Participate actively in business continuity (BC) and disaster recovery (DR) testing and preparedness efforts.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Ensure applications meet defined operational readiness and supportability standards prior to production releases.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">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.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">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.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Drive operational excellence by identifying, proposing, and implementing process improvements and automation opportunities.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Own and evolve application support tooling, workflows, and alerting to improve signal quality and reduce operational noise</span></li>
</ul>
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<p style="margin: 0in; font-size: 11pt; font-family: Arial, sans-serif;"><strong><span style="font-size: 10.0pt;">Required Skills and Core Qualities:</span></strong></p>
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<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Deep understanding of enterprise application ecosystems, system architecture, and infrastructure dependencies, including SaaS platforms and internally developed applications.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Demonstrated ability to build and scale Tier 2 application or production support organizations in complex enterprise environments.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Strong service ownership mindset, balancing customer experience, operational stability, and engineering partnership.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Ability to communicate complex technical concepts to non</span><span style="font-size: 10.0pt; font-family: 'Cambria Math', serif;">‑</span><span style="font-size: 10.0pt;">technical audiences.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Exceptional verbal and written communication skills.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Strong listening skills, patience, and customer</span><span style="font-size: 10.0pt; font-family: 'Cambria Math', serif;">‑</span><span style="font-size: 10.0pt;">service orientation.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Proven ability to manage conflict, build consensus, and guide cross</span><span style="font-size: 10.0pt; font-family: 'Cambria Math', serif;">‑</span><span style="font-size: 10.0pt;">functional teams through complex problem</span><span style="font-size: 10.0pt; font-family: 'Cambria Math', serif;">‑</span><span style="font-size: 10.0pt;">solving.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Critical thinking with strong analytical and investigative skills.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Ability to remain calm under pressure and meet deadlines during high</span><span style="font-size: 10.0pt; font-family: 'Cambria Math', serif;">‑</span><span style="font-size: 10.0pt;">severity incidents.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Strategic decision</span><span style="font-size: 10.0pt; font-family: 'Cambria Math', serif;">‑</span><span style="font-size: 10.0pt;">making aligned with organizational policies and regulatory requirements.</span></li>
<li style="margin: 0in 0in 0in 0px; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">Ability to rapidly assess issues, prioritize response, and coordinate across technical and business stakeholders.</span></li>
</ul>
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<p style="margin: 0in; font-size: 11pt; font-family: Arial, sans-serif;"><strong><span style="font-size: 10.0pt;">What’s necessary to do the job? </span></strong></p>
<p style="margin: 0in; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">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.</span></p>
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<p style="margin: 0in; font-size: 11pt; font-family: Arial, sans-serif;"><strong><span style="font-size: 10.0pt;">HIPAA & Security Requirements </span></strong></p>
<p style="margin: 0in; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">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. </span></p>
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<p style="margin: 0in; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">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.</span></p>
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<p style="margin: 0in; font-size: 11pt; font-family: Arial, sans-serif;"><span style="font-size: 10.0pt;">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. </span></p>
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<p><span style="font-size: 10.0pt; font-family: Arial, sans-serif;">Versant Health is a proud Equal Employment Opportunity and Affirmative 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.</span></p>
