Manager, Application DevOps

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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.