Position Objective:
Lead and manage application support and production operations to ensure system stability, service excellence, operational efficiency, and audit readiness. Oversee incident management, user access governance, stakeholder communication, and support service delivery while leading a team of engineers through effective task delegation, workload management, and performance monitoring. Drive continuous improvement through automation, AI-powered tools, and collaboration with engineering teams to enhance platform reliability and business outcomes.
Key Responsibilities
1. Team Leadership & Workforce Management
- Lead, mentor, and manage a team of senior and junior support engineers and DevOps professionals.
- Assign, prioritize, and monitor tasks to ensure clear ownership, accountability, and timely delivery.
- Balance workload effectively across team members based on skills, experience, capacity, and business priorities.
- Conduct daily stand-ups, operational reviews, and progress tracking sessions to ensure visibility of incidents, projects, risks, and deliverables.
- Establish performance standards, coach team members, and develop technical and leadership capabilities within the team.
- Foster a culture of accountability, collaboration, continuous learning, and operational excellence.
- Ensure SLA, OLA, and operational targets are consistently achieved.
2. Production Support & Application Operations
- Lead daily production support operations across business-critical systems and applications.
- Oversee incident triage, prioritization, investigation, escalation, and resolution activities.
- Serve as the primary escalation point for major incidents and critical production issues.
- Ensure timely communication of incidents, maintenance activities, outages, and service restoration updates to stakeholders.
- Coordinate post-incident reviews and drive preventive measures to avoid recurrence.
- Monitor system health, application performance, integrations, and operational risks.
3. DevOps & Operational Excellence
- Drive DevOps best practices across application support and operational teams.
- Collaborate with engineering teams to improve deployment processes, release management, monitoring, and automation capabilities.
- Identify opportunities to automate repetitive operational tasks and support processes.
- Promote reliability engineering practices that improve system resilience, availability, and scalability.
- Establish operational standards, support frameworks, and governance controls.
4. AI-Powered Support & Productivity
- Champion the adoption of AI-assisted tools such as GitHub Copilot, Microsoft Copilot, and AI-driven monitoring and analytics solutions.
- Leverage AI technologies to accelerate:
- Incident analysis and triage
- Root cause investigations
- Bug identification and resolution
- Business logic troubleshooting
- Documentation and knowledge base creation
- Establish governance and best practices for secure and responsible AI usage in accordance with organizational policies and regulatory requirements.
- Continuously identify opportunities to improve team productivity through AI and automation.
5. Business Analysis & Problem Management
- Develop a strong understanding of business processes and system functionality to effectively diagnose complex issues.
- Analyze incidents across application, data, infrastructure, and integration layers to identify root causes.
- Proactively identify recurring problems, operational risks, and service improvement opportunities.
- Drive problem management initiatives to improve platform stability and user experience.
- Translate technical issues into business impacts and communicate effectively with stakeholders.
6. Documentation, Governance & Compliance
- Ensure complete, accurate, and up-to-date documentation of incidents, operational procedures, knowledge articles, and runbooks.
- Oversee user access management, including provisioning, reviews, approvals, and de-provisioning.
- Manage audit activities and ensure operational compliance with internal controls and regulatory requirements.
- Maintain audit readiness by ensuring appropriate documentation, evidence retention, and adherence to policies.
- Establish and monitor governance processes across support operations.
7. Data Integration & Batch Operations
- Ensure operational readiness and stability of data integration, ETL, API, and batch processing activities.
- Monitor and manage data pipelines, scheduled jobs, and system interfaces.
- Coordinate investigations and resolutions for data-related incidents.
- Collaborate closely with business, product, infrastructure, and engineering teams to ensure seamless end-to-end operations.
Job Requirements:
Education
- Bachelor's Degree in Computer Science, Information Technology, Information Systems, Software Engineering, or a related discipline.
- Relevant professional certifications are an advantage.
Experience
- Minimum 8 years of experience in Application Support, Production Support, DevOps, or IT Operations.
- Minimum 3 years of people management experience leading technical teams.
- Proven experience managing incident response, service operations, and production environments.
- Strong experience in stakeholder management and business engagement.
- Experience managing support engineers across varying levels of seniority.
- Hands-on experience with access governance, audit support, compliance reviews, and operational controls.
- Experience supporting cloud-based, on-premise, and hybrid technology environments.
- Experience managing APIs, integrations, ETL processes, batch operations, and enterprise applications.
- Demonstrated success in using AI-enabled tools to improve operational efficiency and support effectiveness.
Technical Knowledge
Applications & Systems
- Application Support and Production Operations
- Incident, Problem, Change, and Release Management
- ITIL Framework and Best Practices
- Service Monitoring and Observability
Cloud & Infrastructure
- AWS (Primary)
- Microsoft Azure
- Microsoft 365
- Hybrid Cloud and On-Premise Environments
Database Technologies
- Microsoft SQL Server
- MySQL
- Oracle Database
- Snowflake
Integration & Data Platforms
- SSIS
- Microsoft Fabric
- Matillion
- Talend
- REST APIs and Web Services
Tools & Platforms
- ClickUp
- Jira
- ServiceNow
- GitHub
- Azure DevOps
- Monitoring and Log Analytics Tools
AI & Automation
- GitHub Copilot
- Microsoft Copilot
- AI-powered Monitoring & Analytics Solutions
- Workflow Automation Tools
Leadership Competencies
- Strong people leadership and team management capabilities.
- Excellent delegation, prioritization, and workload management skills.
- Strong stakeholder engagement and communication abilities.
- Ability to remain calm and decisive during critical incidents.
- Proven coaching, mentoring, and talent development capabilities.
- Results-oriented with strong accountability and ownership mindset.
- Strategic thinker who can balance short-term operational needs with long-term improvements.
Core Competencies
- Analytical and critical thinking
- Structured problem solving
- Business acumen
- Customer-centric mindset
- Operational excellence
- Continuous improvement
- Change leadership
- Risk management
- Cross-functional collaboration
- Innovation and AI adoption
Success Measures
The successful incumbent will be measured on:
- Production system availability and stability
- Incident resolution and SLA performance
- Team productivity and engagement
- Audit and compliance outcomes
- User access governance effectiveness
- Reduction of recurring incidents
- Operational automation achievements
- AI adoption and productivity improvements
- Stakeholder satisfaction
- Continuous service improvement initiatives
At AHAM Capital, people are its greatest assets. We value diversity and inclusivity. To us, this means bringing together a group of qualified professionals with a varied range of skillset and experiences into a fair and respectful workplace to harness the strengths of cultural and individual differences for the accomplishment of our collective goal.
We believe in equal opportunity in employment and treating all individuals with respect and dignity. Our employment decisions are guided by an objective assessment of the candidate, irrespective of ethnicity, religion, gender, nationality and other non-merit factors.
Due to the high volume of applications we are unable to acknowledge every application. If you are selected for an interview we will contact you within the next 7 days. However, if we think that your skills and qualifications may be suitable for other similar positions we may hold your details on our database and contact you in the future.
