Application Operations Lead

Application Operations Lead (Principal IC)

📍 100% Remote (U.S.)

🕒 9-Month Contract (Extension Likely)

Overview

The Application Operations Lead owns end-to-end operations for complex, business-critical applications spanning multiple systems, integrations, and teams. This role eliminates fragmented ownership by serving as the single operational lead—ensuring fast, accurate, and complete resolution of cross-platform issues.

This is a senior individual contributor role focused on systems thinking and cross-team leadership (no people management).

Core Mission

• Eliminate ticket “ping-pong”
• Reduce time-to-resolution
• Standardize support for complex systems
• Enable scalable centralized operations (ECC / Service Desk)
  
  

Key Responsibilities

• Own incidents end-to-end across teams, systems, and vendors
• Lead advanced triage and root cause analysis (SaaS, identity, integrations, data flows)
• Act as escalation lead for cross-boundary, high-impact issues
• Build and maintain practical runbooks and system diagrams
• Identify patterns and drive operational improvements
• Enable support teams with clear escalation paths and documentation
• Reduce manual effort through automation and tooling
  
  

Qualifications

• Experience supporting complex, integrated production environments
• Strong cross-system troubleshooting skills
• Deep understanding of workflows, integrations, and access models
• Ability to lead through influence without formal authority
• Excellent communication and documentation
  
  

Preferred

• Experience in regulated environments (e.g., healthcare)
• ECC / centralized operations model experience
• Background in building or maturing support models
  
  

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