Application Operations Lead

📋 Description

• Act as the primary operational authority for designated applications and workflows.

• Take ownership of incidents from initial reporting to final resolution, even when solutions involve multiple teams or vendors.

• Serve as the escalation point for issues that exceed standard support parameters.

• Investigate complex failures related to: SaaS platforms, identity and access systems, data pipelines and integrations, as well as upstream/downstream dependencies.

• Quickly identify the source and cause of a failure, distinguishing between: data accuracy issues, timing/latency problems, and distribution or entitlement failures.

• Minimize confusion by ensuring issues are directed to the appropriate team on the first attempt.

• Develop and maintain comprehensive end-to-end support diagrams for the assigned platforms.

• Create and refine triage runbooks that specify: what to verify, where to check, and who is responsible for each corrective action.

• Ensure that documentation accurately reflects actual operational behavior rather than merely architectural details.

• Function as a Tier 2.5 / Tier 3 escalation lead for intricate operational challenges.

• Collaborate with engineering, integration, security, data, and vendor teams during active incidents.

• Deliver clear and confident communication during critical situations.

• Recognize recurring failure patterns and systemic weaknesses.

• Collaborate with engineering and product teams to mitigate operational risks over time.

• Empower centralized teams (ECC / Service Desk) by providing: clear escalation criteria, validated runbooks, knowledge transfer, and coaching.

• Assist in developing a replicable operational playbook applicable to additional applications.

• Identify opportunities to decrease manual efforts through: dashboards, data validation checks, workflow automation, and AI-assisted analysis (when suitable).

⛳️ Requirements

• Extensive experience in supporting complex, integrated applications in a production environment.

• Proven ability to troubleshoot issues that involve: multiple systems, multiple teams, and multiple vendors.

• In-depth understanding of: application workflows, data movement and integrations, as well as identity and access concepts.

• Demonstrated capability to operate effectively without formal authority.

• Exceptional documentation and communication skills.

🏝️ Benefits

• Comprehensive healthcare and benefits packages, including medical, dental, vision, disability coverage, and various other options.

• Flexible Spending Accounts for medical, transit, and dependent care.

• Employer-paid life insurance and AD&D coverage.

• Health Savings Account paired with our cost-effective high-deductible medical plan.

• 401(k) Safe Harbor retirement plan with employer matching and immediate vesting.