Job Description
Role Overview
The Application Operations Manager is a pivotal member of the team, responsible for overseeing the Application Operations function.
This leader will manage a team comprising application support engineers, ensuring continuous 24x7x365 operational coverage.
The Application Operations Manager will provide direction, mentorship, and guidance to the team, fostering a culture of excellence and reliability.
Responsibilities:
* Lead and manage the application operations function, delivering technical guidance, oversight, staff training, and performance evaluations.
* Proactively identify and resolve service-related incidents in partnership with the wider support teams, minimizing disruption for end-users and business operations.
* Supervise the diagnosis and resolution of application issues, escalating complex problems to higher-level support when necessary.
* Develop and implement robust support processes and best practices aimed at enhancing efficiency and service quality.
* Responsible for overseeing vendor relationships working closely with them on incident resolution and root cause analysis.
* Construct and provide executive level reporting, dashboards and customer packs.
* Conduct regular assessments of service performance to pinpoint and address areas needing improvement.
* Responsible for raising the risk profile for application operations by identifying potential threats, assessing their impact, and implementing strategies to mitigate them.
* Collaborate closely with infrastructure, development, and operations teams to determine and address root causes of issues.
* Manage the risk mitigation posture
* Maintain accurate documentation of issues, resolutions, and workarounds within the support ticketing system.
* Ensure outstanding customer service and maintain high levels of client satisfaction.
* Recommend enhancements designed to elevate the quality of production services.
* Analyze support metrics and generate comprehensive reports to track team performance and identify opportunities for further improvement.
* Provide regular updates to senior management and stakeholders regarding service performance, improvement initiatives, and incidents, in accordance with Incident, Problem, and Change Management frameworks.
* Deliver consistent service level reporting aligned with established SLAs and KPIs.
* Communicate technical concepts clearly to non-technical stakeholders to support informed decision-making.
Required Skills and Qualifications
The ideal candidate will have the following qualifications:
* Bachelor's Degree in Computer Science, Information Technology, or a related field.
* At least two years of management experience in an application monitoring team or a similar setting.
* Demonstrated leadership skills and the ability to effectively manage teams particularly application support teams.
* Strong IT support capabilities, with robust knowledge in network, database, and application domains preferred.
* Proven background in application support of applications running on Windows or Linux and technologies such as Tomcat, IIS, SFTP solutions such as Globalscape, F5 load balancers.
* Familiarity with monitoring tools such as Coralogix, DataDog, Netreo, and Solarwinds is advantageous.
* Exceptional problem-solving abilities and capacity to make sound decisions under pressure.
* Experience using service management tools and platforms.
* Outstanding communication and interpersonal skills.
* Excellent written and verbal reporting abilities are essential
Benefits
Planet offers a competitive salary and benefits package, including a hybrid work model with three days a week in the office. The company also provides opportunities for professional growth and development.
Why Apply?
We are committed to providing a positive and inclusive work environment where employees can thrive. If you are passionate about technology and want to be part of a dynamic team, we encourage you to apply.