Team Lead Application Operation

Job description

ROLE OBJECTIVE Team Lead, Application Ops supervises daily operations, performance, and support of Otech s cloud-hosted enterprise applications The role coordinates workload intake, oversees L2 support execution, ensures timely resolution of incidents, manages releases and changes, and maintains application uptime and customer satisfaction The Team Lead acts as the first technical escalation point for the team, ensures process compliance, and supports the Manager, Application Ops in vendor management, license oversight, and service delivery optimizationRESPONSIBILITIESApplication Lifecycle & Service OwnershipSupport execution of the end-to-end lifecycle for enterprise cloud applications including stability, functionality, availability, and performanceCoordinate application onboarding activities for new clients or new modulesManage daily workload assignment and prioritization for application-related tasks, enhancements, and service requestsEnsure all deployed applications comply with functional standards and have complete documentationLicensing, Subscription & Platform ManagementMaintain visibility on license allocation, consumption, and usage patternsSupport license optimization, renewal planning, and vendor coordinationTrack application subscription and entitlement mapping for customer deploymentsEnsure licensing compliance for internal and customer environmentsApplication Operations, Monitoring & PerformanceReview monitoring dashboards and alerts for application performance, errors, and health statusEnsure timely L2 troubleshooting and functional checksGuide the team in log analysis, understanding error patterns, and isolating root causesValidate application configurations, roles, permissions, and security settings from a functional standpointSupport proactive performance analysis and trend identificationIncident, Problem & Release ManagementOwn the L2 incident handling process for cloud applications ensuring rapid triage and escalationValidate ticket quality, classification, troubleshooting notes, and updatesCoordinate functional testing during releases, deployments, patches, and upgradesEnsure proper UAT execution, rollback readiness, and release documentationReview and contribute to RCA documentation for recurring or critical issuesCustomer Delivery, Enablement & SupportEnsure consistent and timely response to customer application support ticketsSupport Service Delivery and Customer Success with functional insights, issue explanation, and remediation plansParticipate in customer calls for escalated application issuesReview customer feedback and identify areas for service experience improvementGuide the team on how to communicate technical issues to business users in clear termsCompliance, Documentation & GovernanceEnsure team adherence to ITIL-aligned processes for incident, change, problem, release, and configuration managementMaintain SOPs, runbooks, configuration notes, troubleshooting guides, and license trackersEnsure ticketing, workflow, and documentation accuracy across all support activitiesSupport audit preparation by ensuring all application operations are traceable and well documentedContinuous Improvement & AutomationRecommend process enhancements to strengthen application performance, SLAs, and team efficiencyIdentify opportunities for automating routine checks, validations, and reportingSupport evaluation of new tools, modules, or enhancements for enterprise applicationsContribute to R&D initiatives by testing new features or proof-of-concepts for cloud applicationsPeople Leadership & Team ManagementLead Senior Specialists, Specialists, and Junior Specialists in daily activities and support tasksAllocate tasks, monitor workflow, and ensure delivery qualityProvide coaching, functional guidance, and upskilling support for the teamConduct performance input sessions and recommend development plansFoster a collaborative, disciplined, and customer-centric team culture Bachelor s degree in Computer Science, Information Systems, IT, or related fieldITIL foundation preferredFunctional or vendor certifications for enterprise SaaS/ERP (e.g., Odoo, Oracle, Dynamics, Salesforce) desirable4 6+ years of experience in application operations or enterprise application supportExperience in L2 troubleshooting, application configurations, and release supportPrior experience coordinating support teams or acting as a shift/technical leadStrong functional understanding of cloud enterprise applicationsGood knowledge of application troubleshooting, logs, configurations, workflows, and integrationsStrong analytical skills with ability to diagnose complex functional issuesExcellent communication skills for internal and customer coordinationAbility to guide junior team members and maintain structured operations