Oversee day-to-day system operations to ensure high levels of reliability, security, availability, and user satisfaction across enterprise applications
Lead performance optimization efforts, including bug fixes, patching, certificate management, and implementation of minor system enhancements
Manage and prioritize system-related incidents, including triage, escalation, troubleshooting, resolution, and completion of Root Cause Analysis (RCA)
Oversee Tier 1 Helpdesk operations, serving as the primary interface for customer technical support requests
Coordinate escalation across Tier 1, Tier 2, and Tier 3 support teams to ensure timely and effective issue resolution
Collaborate with technical teams and stakeholders to identify and resolve operational issues related to AI-driven automation, including workflow disruptions and data dependencies
Support and expand automation within helpdesk and operational processes, including automating routine support tasks such as troubleshooting, status updates, and user management workflows
Act as the primary operational liaison between technical teams and business stakeholders, ensuring clear communication during incidents, releases, and system updates
Support continuous improvement initiatives to enhance system performance, user experience, and operational efficiency

Bachelor’s degree in Information Systems, Computer Science, Engineering, or a related technical or business discipline
10+ years of experience supporting, managing, or leading operations for enterprise or mission-critical application systems
Demonstrated experience overseeing customer-facing support and production operations in a federal or regulated environment
Experience leading operations and support for cloud-hosted enterprise applications within AWS environments, ensuring high availability, performance, and reliability
Experience working within Agile delivery environments, supporting frequent, incremental releases while maintaining operational stability and security
Proven experience acting as a primary operational liaison between technical teams and business stakeholders, translating technical issues into clear, actionable communication
Strong experience with incident management, escalation processes, and root cause analysis
Experience supporting or implementing automation within IT operations or helpdesk environments
AWS Cloud Practitioner certification or equivalent cloud certification highly preferred
Must be a U.S. Citizen with the ability to obtain a Public Trust clearance

Application Operations Manager

Key skills