Operations Manager (Applications Support)

Operations Manager (Applications Support)

,Singapore

Permanent

Skills

Operations Manager (Applications Support)

Job Description: Operations Manager (Applications Support)

We are seeking an experienced Operations Manager to lead a dynamic team of onsite and offshore support members and provide support for a wide range of applications.

As the Operations Manager, you will be responsible for overseeing the smooth 24x7 operation and maintenance of various business-critical applications, including liaising with 3rd party vendors to ensure adherence to SLAs.

The successful candidate will possess strong leadership skills, a deep understanding of application support processes, and the ability to drive continuous improvement and operational excellence.    

Responsibilities:       

1.      Team Management:

a)      Lead, mentor, and manage a team of onsite and offshore application support engineers.

b)     Conduct regular team meetings, performance reviews, and provide mentorship.

c)      Ensure effective communication and collaboration between onsite and offshore teams.

2.      Vendor Management:

a)      Act as the primary point of contact for incumbent application vendors.

b)     Establish and maintain strong relationships with vendors to ensure optimal service delivery.

c)      Coordinate with vendors for issue escalation and resolution.

3.      Stakeholder Management:

a)      Communicate effectively with stakeholders on the status of incidents, changes, and enhancements.

b)     Build strong relationships with internal and external stakeholders, ensuring their satisfaction with the level of application support provided.

c)      Provide regular reports and updates to senior management on support operations.

d)     Cross-collaboration across digital and technology teams to identify root causes and resolution.

4.      Operational Excellence:

a)      Implement and manage service management processes and key performance indicators (KPIs) to measure support effectiveness.

b)     Lead and drive continuous improvement initiatives to enhance application performance and support processes, including automation, and standardization to streamline application support and enhance user experience.

c)      Generate regular reports on incident resolution times, service request fulfilment rates, and other key performance indicators (KPIs), including problem management activities such as incidents/problems trends, resolution times, and root cause analysis findings.

d)     Analyse support metrics and trends to identify patterns, prioritize improvement opportunities, and drive proactive problem prevention efforts. Data-driven insights and recommendations for continuous improvement and optimization of application maintenance, operations, and support processes.

e)      Capacity planning and resource management to ensure resources are appropriately allocated to meet current and future demands.

f)        Ensure compliance with industry standards and regulatory requirements.

5.      Application Support:

a)      Provide day-to-day support for multiple applications used across the organization.

b)     Ensure timely resolution of application issues and incidents.

c)      Develop and enforce application support processes and best practices.

d)     Work closely with cross-functional teams to ensure seamless integration of applications.

6.      Incident Management:

a)      Manage the full lifecycle of application-related incidents, including incident response, root cause analysis, and remediation.

b)     Investigate and lead incident response efforts to ensure rapid resolution of critical issues.

c)      Collaborate with cross-functional teams including developers, vendors, and stakeholders to ensure effective communication and problem resolution.

d)     Conduct root cause analysis and implement corrective actions to prevent recurrence.

e)      Communicate incident status and resolution updates to stakeholders.

f)        Develop and execute efficient triage processes to prioritize and address critical issues in a timely manner.

7.      Performance Monitoring:

a)      Monitor application performance, identify bottlenecks, and propose improvements to enhance overall system reliability.

8.      Change Management:

a)      Assess, authorize, implement, and review changes to application environments including changes on infrastructure and architecture that impact application services.

b)     Assist in managing application deployments, updates, and configuration changes, adhering to established change management processes.

9.      Documentation:

a)      Maintain comprehensive documentation of support procedures, troubleshooting steps, and issue resolution for future reference.

b)     Incident and Root Cause Analysis Reports: Detailed reports on any incidents or issues encountered, including their resolution status and any actions taken.

c)      Change Management Documentation: Documentation related to any changes made to the application, including change requests, change logs, and change implementation plans.

d)     Configuration Management Documentation: Documentation detailing the configuration settings and parameters of the application.

e)      Release Notes: Notes documenting the changes, enhancements, and bug fixes included in each software release or update.

f)        Progress / Status Reports (including tasks completed in the reporting month, service level, system availability, issues and challenges, tasks planned for the next reporting month, defect log, change log, etc.).

g)      Service Improvement Plans and Monthly/Quarterly Performance Reviews Report: To ensure continuous improvement in service delivery and to maintain high-performance standards.

Requirements:           

1.      Technical Skills:

a)      Strong understanding of application support and maintenance processes.

b)     Proficiency in managing a diverse set of business applications.

c)      Well versed in ITIL processes and best practices.

d)     Strong troubleshooting and problem-solving skills to diagnose and resolve application-related issues.

e)      Experience with performance monitoring tools and techniques to identify and resolve application performance issues.

f)        Solid understanding of incident management processes and experience in managing the lifecycle of incidents.

g)      Experience with change management processes, application deployments and updates.

h)      Continuous improvement mindset with a focus on automating manual tasks and improving support processes.

2.      Leadership Skills:

a)      Proven experience in an Operations Manager or similar role supporting a wide range of applications.

b)     Proven experience in managing and leading onsite and offshore teams.

c)      Strong organizational skills and ability to manage multiple priorities in a dynamic environment.

d)     Excellent interpersonal and communication skills.

e)      Ability to motivate and inspire team members.

f)        Strong problem-solving and decision-making abilities.

3.      Vendor Management Skills:

a)      Experience in managing vendor relationships.

b)     Strong negotiation and conflict resolution skills.

c)      Ability to manage vendor performance and ensure SLA compliance.

4.      Analytical Skills:

a)      Strong analytical and troubleshooting skills.

b)     Ability to conduct root cause analysis and implement corrective actions.

c)      Proficiency in data analysis and reporting.

5.      Soft Skills:

a)      Excellent written and verbal communication skills, and collaboration abilities with the capacity to work effectively with technical and non-technical stakeholders.

b)     Strong customer service orientation.

c)      Ability to work effectively in a fast-paced and dynamic environment.

d)     Adaptability and a willingness to learn new technologies and processes.

Qualifications:           

1.      Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.

2.      More than 6 years of experience in application support or a related field.

3.      Minimum of 3 years of experience in a leadership or management role.

4.      ITIL certification is highly desirable.