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Applications Support Analyst
Job Description
Application Operations Lead End to End SaaS & Workflow Support
Role Summary
The l Application Operations Lead is responsible for end to end operational ownership of complex, business critical applications and workflows that span multiple platforms, integrations, and support teams.
This role exists to close a common enterprise gap: when issues cross systems, ownership becomes fragmented, resolution slows, and accountability blurs. The Principal Lead acts as the single operational owner, ensuring issues are diagnosed quickly, routed correctly, and resolved completely regardless of which teams or technologies are involved.
This is a senior individual contributor role focused on systems thinking, operational clarity, and cross team leadership, not people management.
Core Mission
Eliminate ticket ping pong across teams
Reduce time to resolution for cross platform issues
Establish repeatable support patterns for complex applications
Enable centralized operations (ECC / Service Desk) to scale effectively
Create a sustainable model that can be applied to many applications and workflows over time
Key Responsibilities
End to End Operational Ownership
Serve as the single point of operational accountability for assigned applications and workflows.
Own incidents from intake through resolution, even when fixes span multiple teams or vendors.
Act as the escalation lead when issues cross traditional support boundaries.
Advanced Triage & Root Cause Analysis
Diagnose complex failures involving:
SaaS platforms
Identity and access systems
Data pipelines and integrations
Upstream/downstream dependencies
Rapidly determine where a failure occurred and why, distinguishing between:
Data correctness issues
Timing/latency issues
Distribution or entitlement failures
Reduce noise by ensuring issues are routed to the right team the first time.
Support Model & Documentation Ownership
Own and maintain authoritative end to end support diagrams for assigned platforms.
Create and evolve triage runbooks that define:
What to check
Where to check it
Who owns each correction step
Ensure documentation reflects real operational behavior, not just architecture.
Escalation & Incident Leadership
Act as Tier 2.5 / Tier 3 escalation lead for complex operational issues.
Coordinate across engineering, integration, security, data, and vendor teams during active incidents.
Provide clear, confident communication during high impact situations.
Operational Maturity & Scale
Identify recurring failure patterns and systemic gaps.
Partner with engineering and product teams to reduce operational risk over time.
Enable centralized teams (ECC / Service Desk) through:
Clear escalation criteria
Validated runbooks
Knowledge transfer and coaching
Help define a repeatable operational playbook that can be applied to additional applications.
Automation & Continuous Improvement
Identify opportunities to reduce manual effort through:
Dashboards
Data validation checks
Workflow automation
AI assisted analysis (where appropriate)
Focus on reducing operational drag, not just fixing individual incidents.
Skills:
Required Qualifications
Strong experience supporting complex, integrated applications in production.
Demonstrated ability to troubleshoot issues that span:
Multiple systems
Multiple teams
Multiple vendors
Deep understanding of:
Application workflows
Data movement and integrations
Identity and access concepts
Proven ability to operate effectively without formal authority.
Excellent documentation and communication skills.
Preferred Qualifications
Experience working in:
Healthcare, regulated, or compliance sensitive environments
Centralized operations or ECC models
Experience building or maturing support operating models, not just running tickets.
Comfort acting as the glue between product, engineering, operations, and vendors.
Role Characteristics
Individual Contributor (no direct reports)
Senior / Principal level influence
High autonomy, high accountability
Trusted escalation point for leadership
Pattern builder, not just problem solver
Measures of Success
Faster resolution of cross system incidents
Fewer mis routed or reassigned tickets
Clear, trusted operational documentation
Reduced leadership involvement in escalations
A scalable support model reused across multiple applications
Job Description
Application Operations Lead End to End SaaS & Workflow Support
Role Summary
The l Application Operations Lead is responsible for end to end operational ownership of complex, business critical applications and workflows that span multiple platforms, integrations, and support teams.
This role exists to close a common enterprise gap: when issues cross systems, ownership becomes fragmented, resolution slows, and accountability blurs. The Principal Lead acts as the single operational owner, ensuring issues are diagnosed quickly, routed correctly, and resolved completely regardless of which teams or technologies are involved.
This is a senior individual contributor role focused on systems thinking, operational clarity, and cross team leadership, not people management.
Core Mission
Eliminate ticket ping pong across teams
Reduce time to resolution for cross platform issues
Establish repeatable support patterns for complex applications
Enable centralized operations (ECC / Service Desk) to scale effectively
Create a sustainable model that can be applied to many applications and workflows over time
Key Responsibilities
End to End Operational Ownership
Serve as the single point of operational accountability for assigned applications and workflows.
Own incidents from intake through resolution, even when fixes span multiple teams or vendors.
Act as the escalation lead when issues cross traditional support boundaries.
Advanced Triage & Root Cause Analysis
Diagnose complex failures involving:
SaaS platforms
Identity and access systems
Data pipelines and integrations
Upstream/downstream dependencies
Rapidly determine where a failure occurred and why, distinguishing between:
Data correctness issues
Timing/latency issues
Distribution or entitlement failures
Reduce noise by ensuring issues are routed to the right team the first time.
Support Model & Documentation Ownership
Own and maintain authoritative end to end support diagrams for assigned platforms.
Create and evolve triage runbooks that define:
What to check
Where to check it
Who owns each correction step
Ensure documentation reflects real operational behavior, not just architecture.
Escalation & Incident Leadership
Act as Tier 2.5 / Tier 3 escalation lead for complex operational issues.
Coordinate across engineering, integration, security, data, and vendor teams during active incidents.
Provide clear, confident communication during high impact situations.
Operational Maturity & Scale
Identify recurring failure patterns and systemic gaps.
Partner with engineering and product teams to reduce operational risk over time.
Enable centralized teams (ECC / Service Desk) through:
Clear escalation criteria
Validated runbooks
Knowledge transfer and coaching
Help define a repeatable operational playbook that can be applied to additional applications.
Automation & Continuous Improvement
Identify opportunities to reduce manual effort through:
Dashboards
Data validation checks
Workflow automation
AI assisted analysis (where appropriate)
Focus on reducing operational drag, not just fixing individual incidents.
Skills:
Required Qualifications
Strong experience supporting complex, integrated applications in production.
Demonstrated ability to troubleshoot issues that span:
Multiple systems
Multiple teams
Multiple vendors
Deep understanding of:
Application workflows
Data movement and integrations
Identity and access concepts
Proven ability to operate effectively without formal authority.
Excellent documentation and communication skills.
Preferred Qualifications
Experience working in:
Healthcare, regulated, or compliance sensitive environments
Centralized operations or ECC models
Experience building or maturing support operating models, not just running tickets.
Comfort acting as the glue between product, engineering, operations, and vendors.
Role Characteristics
Individual Contributor (no direct reports)
Senior / Principal level influence
High autonomy, high accountability
Trusted escalation point for leadership
Pattern builder, not just problem solver
Measures of Success
Faster resolution of cross system incidents
Fewer mis routed or reassigned tickets
Clear, trusted operational documentation
Reduced leadership involvement in escalations
A scalable support model reused across multiple applications