Operations Lead for Application Support, Robert Half

Operations Lead for Application Support

Robert Half

Location:

United States, Torrance

Category:

IT - Administration

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

We are seeking a dedicated Operations Lead for application support to join our team. This is a hybrid role requiring a combination of onsite and remote work. The Operations Lead will be responsible for overseeing production operations, ensuring customer satisfaction, and providing technical and operational support to meet business objectives. If you possess strong problem-solving skills, leadership ability, and a technical mindset, this role is an excellent fit for you.

Job Responsibility:

Act as a technical resource for service partners, ensuring business goals and customer satisfaction are achieved
Understand and manage production operations to minimize ticket inflow from internal teams
Handle escalations and provide technical assistance while teaching operational/support concepts to team members
Prioritize daily support requests and team needs effectively
Propose technical and operational solutions to improve processes and meet team objectives
Collaborate with project and production support teams to troubleshoot and solve system issues
Implement operational optimizations and align with enterprise standards to ensure balanced expectations
Ensure customer issues are resolved within defined Service Level Agreements (SLAs)
Take the lead on critical technical issues (SEV1/SEV2), coordinating cross-functional teams to identify and resolve root causes
Foster partnerships with service providers to achieve team goals and maintain deliverables

Requirements:

In-depth knowledge of production operations and SLAs with a strong focus on customer satisfaction
Proficiency with Atlassian Jira for task and issue management
Exceptional problem-solving skills with the ability to think critically under pressure
Ability to work independently and collaboratively with cross-functional teams
Experience managing and resolving critical issues while identifying long-term solutions
Bachelor’s or Master’s degree (preferred)
Strong scripting, database querying, and batch job knowledge
Proven ability to define, document, and deploy new or improved processes
Experience with monitoring tools to analyze issues and implement countermeasures
Familiarity with R coding (preferred but not mandatory)
Minimum of 5 years in operational and technical support roles, with at least 3 years in a leadership capacity
Willingness to work overtime when necessary to support critical production needs

Nice to have:

Strong scripting, database querying, and batch job knowledge
Familiarity with R coding

What we offer:

Medical, vision, dental, and life and disability insurance
Eligibility to enroll in company 401(k) plan

Additional Information:

Job Posted:

March 23, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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