Application Support Engineering Associate Director

Your Responsibilities:

• Own the customer relationship lifecycle from intake and discovery through delivery, adoption, and outcome review.
• Guide application teams to the appropriate service-catalog offerings and drive successful consumption of approved observability services.
• Translate observability capabilities into measurable operational, reliability, productivity, and customer outcomes; track adoption, utilization, value, and onboarding friction.
• Represent EAS Observability with business-unit and application stakeholders, ensuring engagements align with established observability priorities, standards, and strategic objectives.
• Translate customer needs and strategic priorities into product requirements, epics, features, user stories, acceptance criteria, and delivery plans.
• Own and prioritize the squad backlog using business value, enterprise priorities, risk, dependencies, capacity, and technical input.
• Lead Agile delivery activities with the Scrum Master and technical leads; coordinate cross-functional execution and actively manage risks, decisions, impediments, and dependencies.
• Provide concise, decision-oriented reporting on roadmap execution, adoption, delivery health, risks, and outcomes.
• Operate and continuously improve the observability service catalog as the primary customer engagement and service-consumption mechanism.
• Standardize intake, onboarding, documentation, enablement, and support to move suitable services toward repeatable self-service consumption.
• Convert recurring needs and onboarding friction into backlog improvements, reusable patterns, automation, documentation, and enablement materials.
• Lead organizational rollout and adoption of approved new services, products, and features.
• Contribute customer, product, delivery, and adoption perspectives to service and feature design.
• Translate business needs into product requirements, and work with the observability squad to introduce new capabilities, features, and service improvements that increase customer value and adoption.
• Remain informed of new products and features, assess customer and catalog impacts, and coordinate rollout after direction and design decisions are established.
• Align delivery with approved observability standards, technology controls, operational-readiness expectations, and applicable risk, compliance, and audit requirements.
• Lead, coach, and develop direct reports, including a Scrum Master and assigned developers.
• Mature Scrum Master capability across facilitation, delivery discipline, transparency, impediment management, metrics, and continuous improvement.
• Set clear goals and accountability, provide feedback and development support, delegate effectively, and foster an inclusive, outcome-oriented engineering culture.
• 10+ years of related experience in technology product ownership, product management, delivery, engineering, platform operations, business analysis, or a comparable field.
• Proven ownership of technology products or services from stakeholder discovery and prioritization through delivery, adoption, and outcome measurement.
• Strong stakeholder engagement and influence skills in complex, cross-functional, and cross-regional organizations.
• Significant delivery experience in financial services, fintech, capital markets, banking, or another highly regulated, mission-critical environment.
• Experience leading direct reports and cross-functional Agile teams, including coaching Scrum or delivery-management capability.
• Ability to translate technical platform capabilities into customer journeys, prioritized work, adoption plans, and measurable business outcomes.
• Bachelor's degree preferred or equivalent professional experience.
• Observability, monitoring, reliability engineering, SRE, platform engineering, production support, or operational resilience.
• Metrics, logs, traces, alerting, APM, synthetic monitoring, SLI/SLO practices, and operational dashboards; exposure to Grafana, Splunk, Dynatrace, Open Telemetry, or comparable technologies.
• Technology service catalogs, standardized onboarding, automation, self-service, platform migration, cloud transformation, or modernization programs.
• CSPO, PSPO, or comparable products or Agile certification.
• Business-value orientation and strong customer leadership.
• Product judgment, execution discipline, and clear priority management.
• People leadership, coaching, delegation, and accountability.
• Technical curiosity and effective partnership without displacing technical authority.
• Enterprise mindset, risk awareness, and concise executive communication.
• Actual salary is determined based on the role, location, individual experience, skills, and other considerations. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.