Job Description

Position Overview

The Operations Response Manager will lead a team of engineers to monitor critical applications 24x7, respond to potential issues, and recovery the affected services based on Standard Operating Procedures (SOPs).

Role & Responsibilities

- Proactive monitoring of critical applications using industry leading Application Performance Monitoring (APM) tool

- Escalate potential issues to level 2 application support team timely according to the SLA

- Perform service recovery based on SOP to restore the affected services

- Using the APM tool, provide application performance insights and root-cause analysis to the application support team for investigation and problem resolution.

- Support regular system maintenance and daily health checks

- Develop and maintain service operations documentation and SOP

- Provide 24x7 monitoring support on rotating shifts when needed

Requirements

- Diploma/bachelor\'s degree in computer science or other highly technical, scientific discipline

- 5-6 years of Technical / Application Support experience on multi technology platforms

- 2-3 years\' experience in leading a team in application/infra monitoring

- ITIL v3/v4 certification and strong service-oriented experience / background preferred

- Strong knowledge and understanding of IT industry environment and business needs

- Experience in Application or Infrastructure Monitoring Tool

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M-2023-0698

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