We are looking for an experienced Operations Manager to lead a team of onsite and offshore support members, ensuring 24x7 operation and maintenance of business-critical applications.
Responsibilities:
- Team Management: Lead and mentor onsite and offshore support teams, ensuring effective communication and performance.
- Vendor Management: Act as the main contact for application vendors, ensuring SLA compliance and issue resolution.
- Stakeholder Management: Communicate with stakeholders on incidents, changes, and enhancements, providing regular updates to senior management.
- Operational Excellence: Implement and manage service processes and KPIs, driving continuous improvement in application support.
- Application Support: Provide day-to-day support for applications, ensuring timely resolution of issues.
- Incident Management: Manage incident lifecycle, conduct root cause analysis, and implement corrective actions.
- Performance Monitoring: Monitor and improve application performance and reliability.
- Change Management: Oversee application environment changes and ensure compliance with change management processes.
- Documentation: Maintain comprehensive support documentation and reports on incidents, changes, and performance.
Requirements:
- Technical Skills: Strong application support knowledge, ITIL proficiency, and experience with incident and change management.
- Leadership Skills: Proven experience managing and leading support teams, with strong organizational and communication skills.
- Vendor Management: Experience in managing vendor relationships and ensuring SLA compliance.
- Analytical Skills: Strong troubleshooting, root cause analysis, and data analysis abilities.
- Soft Skills: Excellent communication, customer service orientation, and adaptability.
Qualifications:
- Bachelor's degree in Computer Science or related field preferred.
- Over 6 years of application support experience, with at least 3 years in a leadership role.
- ITIL certification is highly desirable; PMP certification is a plus.
