Senior IT Operations & Applications
Skills
About This Role
Key Responsibilities
- Ensure the stability, availability, and performance of digital platforms including mobile applications, websites, APIs, CRM, and ERP systems.
- Lead proactive monitoring across applications, databases, infrastructure, and network environments using enterprise monitoring solutions such as Dynatrace and ManageEngine.
- Detect potential service degradation at an early stage, implement corrective measures, and minimize business impact.
- Continuously evaluate operational health and identify architectural or solution gaps affecting long-term scalability and sustainability.
- Establish robust observability frameworks with meaningful service metrics, thresholds, and alerts aligned to business KPIs.
- Drive continuous improvement initiatives to transition operations from reactive support to predictive and proactive service management.
- Identify unstable or inefficient solutions and lead initiatives to enhance resilience, scalability, and operational efficiency.
- Promote operational excellence by leveraging incident trends, performance analytics, and lessons learned to improve services.
- Lead major incident response activities, ensuring timely containment, communication, resolution, and service restoration.
- Own end-to-end Root Cause Analysis (RCA) processes, ensuring accurate identification of root causes and contributing factors.
- Drive remediation plans through to completion and implement preventive controls to avoid recurring incidents.
- Monitor incident patterns and systemic risks, escalating critical issues and recommending long-term corrective actions.
- Act as the production governance lead for all changes, releases, and deployments to ensure production stability.
- Define and enforce governance processes around production readiness, risk validation, and change management controls.
- Oversee deployment activities to ensure minimal disruption, rollback preparedness, and uninterrupted service delivery.
- Continuously enhance release and change management practices to balance agility with operational reliability.
- Own Disaster Recovery (DR) strategies, runbooks, and recovery procedures across all B2B services.
- Ensure DR frameworks, RTOs, and RPOs align with business priorities, regulatory standards, and contractual commitments.
- Plan and execute regular DR drills, documenting outcomes, risks, and improvement opportunities.
- Embed lessons learned from DR exercises and production incidents into operational procedures and system architecture.
- Maintain DR documentation and evidence required for audits, compliance reviews, and risk management activities.
- Prepare and present regular reports on service performance, availability, incidents, and operational risks to business and management stakeholders.
- Translate technical metrics into business-focused insights and actionable recommendations.
- Ensure clear and transparent communication during incidents and service disruptions to maintain stakeholder confidence.
- Collaborate closely with digital, infrastructure, delivery, and security teams throughout the service lifecycle.
- Manage operational engagement with external technology vendors and digital service partners.
- Ensure vendor deliverables consistently meet agreed SLAs, quality benchmarks, and operational standards.
- Challenge vendors on incident root causes, remediation effectiveness, and long-term service improvements.
- Align vendor operations with organizational governance, resilience, and operational expectations.
- Lead remediation efforts for audit findings related to application operations, service availability, and operational controls.
- Coordinate with internal teams and vendors to ensure timely closure of audit observations.
- Strengthen operational processes through preventive controls to minimize recurring audit findings.
- Maintain operational documentation, runbooks, escalation procedures, and audit evidence to support compliance requirements.
- Drive adoption of innovative technologies and operational improvements to modernize service operations.
- Champion automation initiatives including Agentic AI, AIOps, and RPA to improve efficiency and reduce manual intervention.
- Assess emerging operational technologies and lead controlled implementation into production environments.
- Support the evolution of operations toward intelligent, scalable, and self-healing service models.
Requirements
- Minimum of 10 years of experience in IT Operations & Applications
- Good understanding of database systems (Azure Cosmos DB, Azure SQL Database)
- Good understanding of networking & firewalls (F5, Palo Alto, Fortinet, Azure Front Door, Azure Networks)
- Strong understanding of Azure cloud infrastructure (Azure IaaS, Azure Blob Storage, Azure Compute, Azure PaaS, Azure Web App, Azure AKS, Azure Functions, Azure Logic Apps, Azure DevOps)
- Strong understanding of digital solutions, iOS apps, Android apps, web/portal technologies, API gateways (Mulesoft, Azure API Management)
- Required Good understanding of MS Dynamics CRM and ERP
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