We are seeking an experienced Operations Manager to lead a team of onsite and offshore support members and manage the 24x7 operation of business-critical applications.
Responsibilities:
- Lead, mentor, and manage a team of application support engineers, ensuring collaboration between onsite and offshore teams.
- Act as the main contact for vendors, ensuring SLA compliance and coordinating issue resolution.
- Communicate incident updates and build strong relationships with stakeholders. Provide regular operational reports to senior management.
- Implement service management processes, drive continuous improvement, and ensure compliance with industry standards.
- Oversee day-to-day application support, ensure timely issue resolution, and develop best practices.
- Manage the incident lifecycle, perform root cause analysis, and collaborate with cross-functional teams to resolve issues.
- Track application performance and recommend improvements.
- Manage application changes, deployments, and configuration adjustments.
- Maintain support procedures, incident reports, and performance reviews.
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
- More than 6 years of experience in application support with minimum of 3 years of experience in a leadership or management role.
- Strong understanding of application support and maintenance processes.
- Proficiency in managing a diverse set of business applications.
- Strong understanding of application support, ITIL processes, incident, and change management.
- Proven experience in managing support teams, strong organizational and problem-solving skills, and the ability to lead in a dynamic environment.
- Experience managing vendor relationships and ensuring SLA compliance.
- Proficiency in root cause analysis, data reporting, and process optimization.
- Excellent communication, customer service orientation, and adaptability.
- ITIL, PMP or equivalent project management certification is highly desirable.
