Application Operations Lead

Company Description

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.
 
By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.
 
From prototype to real-world impact - be part of a global shift by doing work that matters.

Job Description

The Application Operations Lead is responsible for end‑to‑end operational ownership of complex, business‑critical applications and workflows that span multiple platforms, integrations, and support teams.

This role exists to close a common enterprise gap: when issues cross systems, ownership becomes fragmented, resolution slows, and accountability blurs. The Principal Lead acts as the single operational owner, ensuring issues are diagnosed quickly, routed correctly, and resolved completely—regardless of which teams or technologies are involved.

This is a senior individual contributor role focused on systems thinking, operational clarity, and cross‑team leadership, not people management.

Core Mission

• Eliminate ticket “ping‑pong” across teams
• Reduce time‑to‑resolution for cross‑platform issues
• Establish repeatable support patterns for complex applications
• Enable centralized operations (ECC / Service Desk) to scale effectively
• Create a sustainable model that can be applied to many applications and workflows over time

Key Responsibilities:

• Serve as the single point of operational accountability for assigned applications and workflows.
• Own incidents from intake through resolution, even when fixes span multiple teams or vendors.
• Act as the escalation lead when issues cross traditional support boundaries.
• Diagnose complex failures involving:
  • SaaS platforms
  • Identity and access systems
  • Data pipelines and integrations
  • Upstream/downstream dependencies
• Rapidly determine where a failure occurred and why, distinguishing between:
  • Data correctness issues
  • Timing/latency issues
  • Distribution or entitlement failures
• Reduce noise by ensuring issues are routed to the right team the first time.
• Own and maintain authoritative end‑to‑end support diagrams for assigned platforms.
• Create and evolve triage runbooks that define:
  • What to check
  • Where to check it
  • Who owns each correction step
• Ensure documentation reflects real operational behavior, not just architecture.
• Act as Tier 2.5 / Tier 3 escalation lead for complex operational issues.
• Coordinate across engineering, integration, security, data, and vendor teams during active incidents.
• Provide clear, confident communication during high‑impact situations.
• Identify recurring failure patterns and systemic gaps.
• Partner with engineering and product teams to reduce operational risk over time.
• Enable centralized teams (ECC / Service Desk) through:
  • Clear escalation criteria
  • Validated runbooks
  • Knowledge transfer and coaching
• Help define a repeatable operational playbook that can be applied to additional applications.
• Identify opportunities to reduce manual effort through:
  • Dashboards
  • Data validation checks
  • Workflow automation
  • AI‑assisted analysis (where appropriate)
• Focus on reducing operational drag, not just fixing individual incidents.

Qualifications

Required:

• Strong experience supporting complex, integrated applications in production.
• Demonstrated ability to troubleshoot issues that span:
  • Multiple systems
  • Multiple teams
  • Multiple vendors
• Deep understanding of:
  • Application workflows
  • Data movement and integrations
  • Identity and access concepts
• Proven ability to operate effectively without formal authority.
• Excellent documentation and communication skills.

Preferred:

• Experience working in:
  • Healthcare, regulated, or compliance‑sensitive environments
  • Centralized operations or ECC models
• Experience building or maturing support operating models, not just running tickets.
• Comfort acting as the “glue” between product, engineering, operations, and vendors.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Additional Employee Requirements  

• Participation in both internal meetings and external meetings via video calls, as necessar