Team Lead Operation
ROLE OBJECTIVE
Team Lead Application Ops supervises daily operations performance and support of Otech s cloud-hosted enterprise applications The role coordinates workload intake oversees L2 support execution ensures timely resolution of incidents manages releases and changes and maintains application uptime and customer satisfaction The Team Lead acts as the first technical escalation point for the team ensures process compliance and supports the Manager Application Ops in vendor management license oversight and service delivery optimization
RESPONSIBILITIESSupport execution of the end-to-end lifecycle for enterprise cloud applications including stability functionality availability and performance
Coordinate application onboarding activities for new clients or new modules
Manage daily workload assignment and prioritization for application-related tasks enhancements and service requests
Ensure all deployed applications comply with functional standards and have complete documentation
Maintain visibility on license allocation consumption and usage patterns
Support license optimization renewal planning and vendor coordination
Track application subscription and entitlement mapping for customer deployments
Ensure licensing compliance for internal and customer environments
Review monitoring dashboards and alerts for application performance errors and health status
Ensure timely L2 troubleshooting and functional checks
Guide the team in log analysis understanding error patterns and isolating root causes
Validate application configurations roles permissions and security settings from a functional standpoint
Support proactive performance analysis and trend identification
Own the L2 incident handling process for cloud applications ensuring rapid triage and escalation
Validate ticket quality classification troubleshooting notes and updates
Coordinate functional testing during releases deployments patches and upgrades
Ensure proper UAT execution rollback readiness and release documentation
Review and contribute to RCA documentation for recurring or critical issues
Ensure consistent and timely response to customer application support tickets
Support Service Delivery and Customer Success with functional insights issue explanation and remediation plans
Participate in customer calls for escalated application issues
Review customer feedback and identify areas for service experience improvement
Guide the team on how to communicate technical issues to business users in clear terms
Ensure team adherence to ITIL-aligned processes for incident change problem release and configuration management
Maintain SOPs runbooks configuration notes troubleshooting guides and license trackers
Ensure ticketing workflow and documentation accuracy across all support activities
Support audit preparation by ensuring all application operations are traceable and well documented
Recommend process enhancements to strengthen application performance SLAs and team efficiency
Identify opportunities for automating routine checks validations and reporting
Support evaluation of new tools modules or enhancements for enterprise applications
Contribute to R amp D initiatives by testing new features or proof-of-concepts for cloud applications
Lead Senior Specialists Specialists and Junior Specialists in daily activities and support tasks
Allocate tasks monitor workflow and ensure delivery quality
Provide coaching functional guidance and upskilling support for the team Conduct performance input sessions and recommend development plans
Foster a collaborative disciplined and customer-centric team culture Bachelor s degree in Computer Science, Information Systems, IT, or related fieldITIL foundation preferred
Functional or vendor certifications for enterprise SaaS/ERP (e.g., Odoo, Oracle, Dynamics, Salesforce) desirable4 6+ years of experience in application operations or enterprise application support
Experience in L2 troubleshooting, application configurations, and release support
Prior experience coordinating support teams or acting as a shift/technical lead Strong functional understanding of cloud enterprise applications
Good knowledge of application troubleshooting, logs, configurations, workflows, and integrations
Strong analytical skills…
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