Application Operations Manager

📋 Description

• Manage daily system operations to ensure optimal reliability, security, availability, and user satisfaction across enterprise applications.

• Drive performance optimization initiatives, including bug fixes, patching, certificate management, and the implementation of minor system enhancements.

• Oversee and prioritize system-related incidents, encompassing triage, escalation, troubleshooting, resolution, and completion of Root Cause Analysis (RCA).

• Supervise Tier 1 Helpdesk operations, acting as the main point of contact for customer technical support requests.

• Coordinate escalation processes across Tier 1, Tier 2, and Tier 3 support teams to guarantee timely and effective issue resolution.

• Collaborate with technical teams and stakeholders to identify and address operational challenges associated with AI-driven automation, including workflow disruptions and data dependencies.

• Facilitate and enhance automation within helpdesk and operational processes, including the automation of routine support tasks such as troubleshooting, status updates, and user management workflows.

• Serve as the primary operational liaison between technical teams and business stakeholders, ensuring effective communication during incidents, releases, and system updates.

• Support continuous improvement efforts to enhance system performance, user experience, and operational efficiency.

⛳️ Requirements

• Bachelor’s degree in Information Systems, Computer Science, Engineering, or a related technical or business field.

• Over 10 years of experience in supporting, managing, or leading operations for enterprise or mission-critical application systems.

• Proven experience in overseeing customer-facing support and production operations in a federal or regulated environment.

• Background in managing operations and support for cloud-hosted enterprise applications within AWS environments, ensuring high availability, performance, and reliability.

• Experience working in Agile delivery environments, supporting frequent, incremental releases while maintaining operational stability and security.

• Strong track record as a primary operational liaison between technical teams and business stakeholders, translating technical issues into clear, actionable communication.

• Extensive experience with incident management, escalation processes, and root cause analysis.

• Familiarity with supporting or implementing automation within IT operations or helpdesk environments.

• AWS Cloud Practitioner certification or an equivalent cloud certification is highly preferred.

• Must be a U.S. Citizen and capable of obtaining a Public Trust clearance.

🏝️ Benefits

• Competitive compensation with opportunities for bonuses.

• Employer-sponsored health care.

• Training and development funds.

• 401k match.