Application Operation manager _ FT Lead

• Oversee the day-to-day functioning of production systems, ensuring optimal performance, uptime, and 24/7 support coverage.
• Direct support teams in efficiently handling incidents, service requests, and real-time alerts to ensure swift resolution.
• Coordinate release and deployment workflows to guarantee smooth transitions with minimal impact on live environments.
• Manage incident, problem, and change processes in alignment with ITIL standards.
• Lead root cause analysis (RCA) for major incidents, implement corrective actions, and drive preventive measures.
• Handle escalations and ensure timely resolution of critical issues.
• Track Key Performance Indicators (KPIs) such as system uptime, incident resolution time, and SLA compliance.
• Develop and maintain dashboards and reports for system health, support metrics, and operational performance.
• Present regular updates to senior leadership and stakeholders.
• Collaborate with development and QA teams to resolve issues and implement long-term fixes.
• Communicate effectively with stakeholders regarding system outages, resolutions, and ongoing improvements.
• Maintain detailed documentation for support procedures, known errors, troubleshooting guides, change logs, and incident history.
• Ensure adherence to internal policies, audit requirements, and industry best practices.
• Participate in risk assessments and contribute to business continuity planning.
• Lead and mentor a team of support analysts and engineers.
• Foster cross-functional collaboration and knowledge sharing.
• Drive automation and continuous process improvements to enhance support efficiency.

What should you bring along

• ITIL processes (Problem / Incident / Change etc. )
• Experience in Service Now
• Hands on experience using Jira / Confluence
• Strong leadership and team management skills
• Excellent communication and stakeholder engagement abilities
• Analytical thinking and problem-solving mindset
• Ability to work under pressure and manage critical incidents
• Commitment to continuous improvement and operational excellence
• Familiarity with ITIL processes and service management best practices

Must have technical skill

• Certification in ITIL
• Proficient in SQL Server
• Experience with production system monitoring and support
• Proficiency in incident, problem, and change management
• Expertise in root cause analysis and corrective action planning
• Ability to develop dashboards and performance reports (e. g. , using tools like Grafana, Splunk, etc. )
• Understanding of release and deployment processes
• Awareness of audit and compliance standards
• Familiarity with KPIs and SLA tracking

Good to have technical skills

• Finance domain background.
• AWS Cloud/Azure Cloud/Google Cloud
• Kubernetes and Docker
• Deployment CI/CD tools
• Familiarity in any programming language (. Net)