The Application OPS Lead is responsible for overseeing the operational stability, performance, and lifecycle management of enterprise applications. This role ensures reliable application services through proactive monitoring, incident management, and continuous improvement initiatives. The OPS Lead collaborates with development, infrastructure, security, and vendor teams to maintain compliance, optimize performance, and deliver a seamless user experience.
Responsibilities
Operational Governance
Own day-to-day operations for enterprise applications, ensuring availability, performance, and compliance with SLAs (including Legacy applications).
Monitor application health, capacity, and performance metrics; drive proactive issue resolution and root cause analysis.
Incident & Problem Management
Lead major incident resolution for application services, coordinating across internal teams and vendors.
Implement problem management processes to reduce recurring issues and improve stability.
Change & Release Management
Oversee application changes and releases in alignment with ITIL processes and business requirements.
Ensure proper testing, documentation, and risk assessment for all application changes.
Continuous Improvement & Automation
Drive automation initiatives for application monitoring, deployment, and support processes.
Identify opportunities for cost optimization and operational efficiency.
Collaboration & Stakeholder Management
Partner with development, infrastructure, and security teams to ensure application resilience and compliance.
Communicate operational performance and risks to business stakeholders in clear, actionable terms.
Additional Responsibilities
Engage with Business & IT Central enhancements/projects and manage the "doing" with MSP Partner.
Ensure proper utilization and prioritization of MSP resources (90-day rolling forecast).
Support the Global IT Strategy for "Standardized to ramp-down" (Of Legacy Applications mainly)
Requirements
5-10+ years in application operations, support, or IT service delivery leadership.
Strong ITIL and ITSM knowledge; experience managing SLAs, KPIs, and service lifecycle.
Deep understanding of enterprise application architectures, integration patterns, and cloud-based platforms (SaaS, PaaS).
Experience with monitoring tools (e.g., AppDynamics, Dynatrace, Splunk) and ITSM platforms (e.g., ServiceNow).
Proven track record in incident, problem, and change management for critical applications.
Familiarity with DevOps practices and CI/CD pipelines for application deployment.
Strong vendor management and negotiation skills in outsourced (MSP) or hybrid delivery models.
Excellent communication and stakeholder engagement skills; ability to translate technical issues into business impact.
Experience in regulated environments with compliance and security requirements.
