Description and Requirements
Role Summary
We are looking for an Application Operations Tech Lead to manage the end-to-end stability and performance of multiple enterprise applications. This role combines hands-on technical support, operational leadership, and continuous improvement through automation and intelligent operations. You will partner with cross-functional teams to ensure high service quality, drive innovation, and enhance user experience.
Key Responsibilities
- Own daily operation & maintenance of multiple business applications, ensuring incident resolution and request fulfillment within defined SLAs
- Act as the technical lead for supported applications, with deep understanding of business processes and system architecture
- Troubleshoot complex issues across systems and integrations, and provide sustainable solutions
- Collaborate with upstream and downstream IT teams to resolve cross-functional issues and optimize data flows between systems
- Analyze operational data (tickets, incidents, trends) to drive continuous improvement and productivity enhancements
- Lead initiatives on automation, intelligent operations, and AI-driven solutions (e.g., RPA, workflows, GPT-based capabilities)
- Partner with L3 engineering teams for advanced issue resolution, enhancements, and system upgrades
- Coach and guide junior team members to improve operational effectiveness and technical capability
Skills & Experience
Must-have
- Bachelor's degree or above in Computer Science, Information Systems, or related field
- 4+ years of experience in IT application support or operations with SLA-driven delivery
- Strong technical background in Java and databases (Oracle / SQL Server / MySQL)
- Hands-on experience troubleshooting applications, analyzing logs, and reviewing code/configuration
- Strong understanding of IT service management processes (incident, problem, change)
- Excellent communication skills, with the ability to explain technical issues to non-technical users
- Proven ability to work cross-functionally and align multiple stakeholders
Good-to-have
- Experience with intelligent operations, automation, or RPA tools
- Exposure to AI-driven operations or GPT-based solutions
- Experience in leading or mentoring team members
- Familiarity with enterprise business processes within a large organization
