Job Information

We are seeking a motivated and detail-oriented Manager, Application Operations to join our technical operation team. This position will interface with key stakeholders and apply your expertise across different stages of the production support life cycle, including incident management, problem resolution, root cause analysis, and continuous service improvement. In this role you will manage a team of application operation engineers and play a key role in leading and coordinating the resolution of high-priority issues, ensuring system stability and minimizing business impact. You will also oversee day-to-day support operations, manage service requests, drive automation and process improvements and ensure adherence to SLAs. You will also lead the validation and coordination of fixes across environments, support implementation activities and provide guidance during critical release. This is a hands-on role, and the ideal candidate possesses a strong technical background, excellent problem-solving and communication skills, and hands on experience with cloud environment and relational databases and a proactive mindset to drive operational excellence.

Key Job Functions

Application Troubleshooting & Resolution:

• Lead a team of Application Operation engineers and contractors supporting day-to-day operation of critical applications
• Lead incident post-mortems, document root-cause analysis, MIR, and implement preventive measures to avoid repeat issues.
• Be a Subject matter to train, mentor and support junior team members and serve as a primary escalation point for advance or complex technical issues
• Identify and coordinate training needs to ensure team is equipped for evolving changes to platform modules / new feature rollout.
• Identify inefficiencies in processes and workflows, then recommend and implement improvements to enhance service quality and operational efficiency.
• Drive continuous improvement in application stability and availability.

Data Analysis & Integrity:

• Ensure Operational Dashboards and alerts are reliable, actionable, and service-specific
• Contribute to special projects and team objectives, championing continuous improvement initiatives.

Documentation & Knowledge Management:  

• Develop and update knowledge base articles to empower end-users and improve first time resolution rates including disaster recovery processes.
• Create reports and dashboards for internal issue tracking purposes.

On-Call Support:

• Manage the on-call rotation of the Application Operations team
• Document all on-call activities and resolution clearly.
• Initiate and lead bridge call during high-severity incidents, ensuring timely updates and coordinates across teams.
• Act as a primary point of contact for stakeholders' communication during incidents and planned outages.

Personal Attributes:

• Demonstrated customer focus attitude
• Ability to work independently with keen attention to detail.
• Highly collaborative and team oriented.
• Positive, enthusiastic, and confident demeanor.