Lead - Operations Application Support

Key Responsibilities:

• Lead day-to-day application support and production operations.
• Monitor application health, performance, availability, and system alerts.
• Manage and resolve L1/L2/L3 incidents, service requests, and production issues within defined SLAs.
• Perform root cause analysis (RCA) for recurring and critical incidents and implement preventive actions.
• Coordinate with development, infrastructure, database, network, and vendor teams for issue resolution.
• Lead application deployments, patches, releases, and production change activities.
• Ensure proper incident, problem, change, and knowledge management processes.
• Track application KPIs, SLA adherence, ticket volumes, and operational performance.
• Prepare operational reports and communicate application status to business and senior stakeholders.
• Identify opportunities for automation, process optimization, and reduction of recurring incidents.
• Maintain application support documentation, SOPs, runbooks, and knowledge repositories.
• Mentor and guide support team members and manage workload, priorities, and escalations.
• Participate in on-call/247 support activities where required.
• Ensure compliance with security, audit, access-control, and IT service management standards.