Lead - Operations Application Support

WorkingHours: 05:00 PM - 02:00 AM IST (Transportation Available)
Role OverviewThe Operations Lead will be responsible for managing and stabilizingFacility Operations Support processes, ensuring high-quality service delivery,operational.

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.

Competencies

• Strong operations management and process knowledge
• Effective people leadership and team management
• Stakeholder management and communication skills
• Analytical thinking & problem-solving
• Experience in process improvement /auto.

Experience

• Graduate/Postgraduate with relevant experience in operations
• Proven experience in handling teams and managing processes
• Experience in Facility Ops / Reporting / Workforce operations is preferred
• Success Metrics (KPIs).