Position Summary
The IT Application Operations Manager is responsible for maximizing the value of enterprise applications while ensuring their ongoing stability, reliability, and user satisfaction.
The role overall responsible for Functional and System Operational aspects of the application by maintaining (or work with responsible roles) and ensure up-to-date SOPs, WIs, Operations Run Book and Application Documentation.
The role overseeoperational matters of enterprise application, e.g. user-reported incidents, service requests, operational issues, including audit activities / remediation ensuring timely resolution in line with business priorities and SLAs. Identify area of improvements, design/refine and implement system operational and service management auto-optimization to meet objectives.
Key Responsibilities
Product Management & Agile Delivery
Participate in Scrum ceremonies
as needed only
(e.g. communicate improvements/tech debts from incident report insights, situational awareness) such as backlog refinement, sprint planning, daily stand-ups, sprint reviews, and retrospectives.
Work with Product Owner in balancing delivery of new features with resolution of technical debt and operational issues.
Incident & Issue Oversight
Oversee the intake, triage, escalation, and resolution of user-reported incidents and service requests.
Work with Service Desk/Application Support to ensure proper logging, categorization, and first-line resolution where possible.
For new issue type, assess business impact and determine resolution priorities in consultation with stakeholders.
Ensure critical incidents are expedited into active sprints or addressed via agreed emergency processes.
Monitor SLA compliance, track resolution progress, and ensure clear communication to users and stakeholders.
Review incident trends, conduct post-incident reviews, and feed insights into the product backlog for preventive action.
Operational Excellence
Ensure applications meet agreed performance, availability, and security targets.
Coordinate release management for updates, patches, and new features, minimizing disruption.
Oversee root cause analysis for recurring issues and drive long-term fixes.
Maintain or delegate-and-ensure documentation, operational runbooks, and compliance records are up-to-date.
Stakeholder & Vendor Collaboration
Act as the primary liaison between business units, Scrum teams, and vendors for operational issues.
Manage vendor relationships, contracts, and SLAs related to application services.
Provide regular reports on product delivery progress, incident metrics, and operational health.
Continuous Improvement
Identify opportunities for automation, self-service, and proactive monitoring to reduce incident volume.
Promote a culture of “you build it, you run it” within Scrum teams to improve quality and ownership.
Ensure lessons learned from incidents are applied to prevent recurrence and improve service.
Candidate Requirements
Education & Experience
Bachelor’s degree in Computer Science, Information Systems, Business, or related discipline.
7–10 years’ experience in IT application management or product ownership, with at least 3 years in an operations management leadership role.
Experience managing both product delivery and operational stability in an Agile/Scrum environment.
Proven track record in incident management, SLA governance, and stakeholder communication.
Experience in managing IT applications in life science domain/industry/projects.
Skills & Knowledge
Strong grasp of Agile principles, Scrum practices, and backlog management.
Understanding of enterprise application architecture, integrations, and performance monitoring.
Skilled in incident triage, prioritization, and escalation decision-making.
Excellent communication, facilitation, and negotiation skills across technical and business audiences.
Tools: Service Now
Preferred Certifications
ITIL Foundation or higher.
Cloud platform certifications (AWS, Azure, GCP) are advantageous.
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