Application Operations Lead

Role Overview

• Serve as the single point of operational accountability for assigned applications and workflows.
• Own incidents from intake through resolution, even when fixes span multiple teams or vendors.
• Act as the escalation lead when issues cross traditional support boundaries.
• Diagnose complex failures involving: SaaS platforms, Identity and access systems, Data pipelines and integrations, Upstream/downstream dependencies
• Rapidly determine where a failure occurred and why, distinguishing between: Data correctness issues, Timing/latency issues, Distribution or entitlement failures
• Reduce noise by ensuring issues are routed to the right team the first time.
• Own and maintain authoritative end‑to‑end support diagrams for assigned platforms.
• Create and evolve triage runbooks that define: What to check, Where to check it, Who owns each correction step
• Ensure documentation reflects real operational behavior, not just architecture.
• Act as Tier 2.5 / Tier 3 escalation lead for complex operational issues.
• Coordinate across engineering, integration, security, data, and vendor teams during active incidents.
• Provide clear, confident communication during high‑impact situations.
• Identify recurring failure patterns and systemic gaps.
• Partner with engineering and product teams to reduce operational risk over time.
• Enable centralized teams (ECC / Service Desk) through: Clear escalation criteria, Validated runbooks, Knowledge transfer and coaching
• Help define a repeatable operational playbook that can be applied to additional applications.
• Identify opportunities to reduce manual effort through: Dashboards, Data validation checks, Workflow automation, AI‑assisted analysis (where appropriate)

Requirements

• Strong experience supporting complex, integrated applications in production.
• Demonstrated ability to troubleshoot issues that span: Multiple systems, Multiple teams, Multiple vendors
• Deep understanding of: Application workflows, Data movement and integrations, Identity and access concepts
• Proven ability to operate effectively without formal authority.
• Excellent documentation and communication skills.

Benefits

• Robust healthcare and benefits including Medical, Dental, vision, Disability coverage, and various other benefit options
• Flexible Spending Accounts (Medical, Transit, and Dependent Care)
• Employer Paid Life Insurance and AD&D Coverages
• Health Savings account paired with our low-cost High Deductible Medical Plan
• 401(k) Safe Harbor Retirement plan with employer match with immediately vest