Senior Service Operations Lead, APM (Ops Response)

Position Overview

As a Service Operations lead, you will need to drive service operations and management of major incidents. This includes IT operational incidents and management support on day-to-day operational activities to define, implement and continuously optimize service operation process and/or tool to improve business continuity and resiliency. Also, to drive collaboration across various product towers and stakeholders from IT infrastructure for root cause analysis and problem management. You will also lead the Application Performance monitoring (APM) services (people, process and tools) to address the many variables that can impact an application’s performance and assist support teams to determine root cause of application performance from coding errors to database slowdowns to hosting or network performance issues that can degrade application performance.

Role & Responsibilities

· Manage multiple work streams and drive onboarding, operate and optimize the selected application systems solution to monitor, respond and recover application service.

· Work with team members to ensure successful onboarding, adoption and maintenance of the tools

· Work with Level 2/3 application support teams to use monitoring tools to uncover the backend dependencies for mission critical applications and make sure that they are instrumented appropriately

· Develop/build dashboards to show the overall health of a complex application and other accompanying dashboards to show the health of dependent systems

· Work with incident, problem and change managers to implement requirements for APM. 

· Work with project team, finance and institution on cost recovery model for KTLO activities

· KPI reports to senior management

· Ad-hoc tasks in areas such as audits, risk management, impact assessment and disaster recovery activities

Requirements

•    Bachelor’s degree in computer science or other highly technical, scientific discipline
•    10-15 yrs of Technical / Application experience
•    Proven client engagement experience / vendor management experience
•    Proven track record of leading multiple technology teams comprising of application and technology related domains to meet Service Operations SLA, KPIs
•    ITIL v3/v4 certification and strong service oriented experience / background
•    Knowledge and understanding of IT industry environment  and business needs Strong competency in IT technologies covering operating systems, databases technologies, networking, server, load balancing and/or application related domains covering healthcare and healthcare related industries
•    Ability to establish and manage processes and practices through collaboration and the understanding of business

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M-2023-0895