Are you a detail-oriented leader with a knack for system management and a strong technical background? We’re looking for an Operation Support Lead to oversee the day-to-day operations of our critical application systems. This role is ideal for a professional experienced in IT service management and security, with an eye for process improvements and operational efficiencies. As a core part of our team, you’ll be responsible for system maintenance, vendor and contractor management, user access, system upgrades, and compliance risk assessments. If you enjoy driving system enhancements and ensuring optimal performance, this role is for you!
Key Responsibilities
- System Operations: Oversee daily operations of critical application systems, ensuring smooth performance and timely completion of maintenance and support tasks.
- Vendor Management: Lead and coordinate with outsourced vendors and in-house contractors to meet operational needs.
- Troubleshooting and Issue Resolution: Collaborate with internal and external teams to identify root causes, troubleshoot issues, and ensure fixes meet SLAs and incident management standards.
- User Management: Handle on-/off-boarding of users, manage role changes, and review audit logs for compliance.
- System Upgrades and Patch Management: Plan, execute, and support system implementations, upgrades, and security patches.
- Risk Assessment and Compliance: Conduct regular risk assessments, addressing security or compliance issues with IT policies and procedures.
- License and Support Management: Monitor software licenses and maintenance agreements, coordinating procurement and renewals as needed.
- Proactive Monitoring and Performance Upkeep: Implement proactive monitoring for system health and collaborate with internal tech teams to ensure optimal performance.
- Process Improvement: Identify and implement process improvements to enhance operational efficiency.
- Documentation: Develop and maintain documentation, including system configurations, processes, and user manuals.
