• Define and implement the global application support strategy aligned with business goals, customer success outcomes, and product roadmap priorities. • Lead and manage Level 1, 2, and 3 global support operations across multiple regions and time zones in a 24x7 follow-the-sun model. • Define and own strategy, capacity, staffing and skill development for teams responsible for both standard support and premium support model to scale with clearly defined process and accountability. • Establish and oversee performance management metrics for support operations, including MTTR, first contact resolution, CES, NPS, SLA adherence, and backlog health. • Own incident, change, and problem management processes, including major incident coordination and post-incident reviews. • Lead a global support team including support engineers, incident liaisons, knowledge management resources, and regional support leads. • Build and maintain a culture of high performance, accountability, continuous improvement, and customer focus. • Develop and manage operational frameworks and standard operating procedures for consistent global execution. • Oversee knowledge management strategy, ensuring high-quality content, runbooks, playbooks, and enablement materials. • Manage the global support tool ecosystem, including ticketing systems, monitoring tools, incident tracking, and reporting dashboards. • Serve as a key escalation point for high-severity customer issues and provide executive-level communication and coordination during critical incidents. • Provide insights and recommendations to executive stakeholders based on support trends, customer feedback, and incident data. • Collaborate with Product, Engineering, Cloud Operations, and Customer Success to reduce incident volume, improve resolution quality, and drive product improvements. • Business owner for all incident management systems, including ServiceNow, Jira and Zendesk. • Perform all other duties and activities as required.