application Operations leadGlobe Telecom, Inc.

Job Description
At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
Job Description
Application Operations
ROLE & RESPONSIBILITIES
Top deliverables:
Application Monitoring and Incident Management:Establishing monitoring systems and tools to track the performance and health of applications. Developing incident management processes and procedures to address and resolve application-related issues. Creating incident reports and providing root cause analysis for major incidents. Implementing proactive measures to prevent recurring incidents.
Application Performance Optimization: Conducting performance analysis to identify bottlenecks and areas for improvement. Collaborating with development teams to optimize application code and configurations. Implementing performance testing and tuning strategies to enhance application speed and efficiency. Monitoring and reporting on application performance metrics to stakeholders.
Application Support and Troubleshooting: Establishing support processes and providing guidance to support teams. Managing support tickets and prioritizing tasks based on criticality and impact. Collaborating with cross-functional teams to investigate and resolve complex application issues. Providing technical expertise and guidance to support teams for problem resolution.
Service Level Agreement (SLA) Management: Defining SLAs for application availability, response time, and other relevant metrics. Monitoring and reporting on SLA compliance, identifying areas for improvement. Collaborating with stakeholders to negotiate and refine SLAs based on business requirements. Implementing processes to ensure SLA targets are met and maintained.
Documentation and Knowledge Management: Creating and maintaining documentation related to application operations, including standard operating procedures, runbooks, and knowledge base articles. Sharing knowledge and best practices with the operations team to enhance their skills and capabilities. Conducting training sessions or workshops to promote understanding of application operations and related processes.
KPI:
Application Uptime: Measure the availability of applications by tracking the uptime percentage. This KPI indicates the reliability of your team in ensuring that applications are up and running for users.
Mean Time to Repair (MTTR): This KPI measures the average time taken to resolve application issues or incidents. It helps assess the efficiency of your team in identifying and fixing problems, reducing downtime and minimizing the impact on users.
Application Performance: Monitor and measure the performance of applications, including response time, throughput, and resource utilization. This KPI helps identify performance bottlenecks and ensures that applications meet defined performance standards.
Incident Response Time: Measure the time taken to respond to and acknowledge incidents reported by users or detected through monitoring systems. This KPI reflects the speed and efficiency of your team in addressing and managing incidents.
Customer Satisfaction: Collect feedback from users or stakeholders regarding their satisfaction with the applications and the support provided. This KPI helps assess the overall quality of your team's operations and customer service.
Cost Efficiency: Monitor and optimize the operational costs associated with application management, including licensing, infrastructure, and support. This KPI helps identify areas for cost reduction and efficiency improvements.
Service Level Agreement (SLA) Compliance: Measure the compliance with SLAs defined for application availability, incident response time, and other critical metrics. This KPI ensures that your team meets the agreed-upon service levels with internal or external stakeholders.
HIRING REQUIREMENTS
Relevant Experience: At least 5-7 years of experience in application operations, IT operations, or a similar technical role.
Technical Knowledge: A strong understanding of application operations and IT infrastructure is essential. You should have experience with various operating systems, network protocols, databases, and cloud technologies. Knowledge of programming languages, scripting, and automation tools may also be required.
Leadership Skills: As a lead, you'll be responsible for managing a team of application operations professionals. Therefore, employers typically expect candidates to have previous experience in a leadership or supervisory role. Demonstrated abilities in team management, resource allocation, performance evaluation, and mentoring are valuable.
Project Management: Leading application operations often involves overseeing multiple projects, coordinating with cross-functional teams, and ensuring timely delivery of services. Experience in project management, including planning, execution, risk management, and stakeholder communication, is highly beneficial.
Problem-solving and Troubleshooting: Application operations often involve identifying and resolving complex technical issues. Strong analytical and problem-solving skills are crucial. Employers may look for candidates with a proven track record of troubleshooting and resolving application-related problems efficiently.
Communication Skills: Effective communication is essential for collaborating with team members, stakeholders, and clients. You should be able to articulate technical concepts clearly and concisely, both verbally and in written form. Additionally, the ability to translate technical information into non-technical terms is valuable when interacting with non-technical stakeholders.
Continuous Improvement: Employers often seek candidates who demonstrate a commitment to continuous improvement and staying up-to-date with emerging technologies and best practices in application operations. Certifications or training in relevant areas like ITIL (Information Technology Infrastructure Library) or DevOps can be beneficial.
Bachelor's Degree holder of any IT related course.
HARD SKILLS
Application Monitoring and Performance Management: Ability to set up and maintain monitoring tools to track the performance and availability of applications. Skills in using application performance monitoring (APM) tools.
Incident and Problem Management: Experience in handling application incidents, troubleshooting issues, and identifying root causes. Proficiency in incident management tools like JIRA and/or ServiceNow.
Cloud Computing: Familiarity with cloud platforms like Amazon Web Services (AWS), or Google Cloud Platform (GCP). Understanding of cloud services such as compute instances, storage, load balancers, and auto-scaling.
IT Service Management: Familiarity with ITIL (Information Technology Infrastructure Library) framework and its processes, including change management, configuration management, and service-level agreements (SLAs).
Collaboration and Communication: Strong interpersonal and communication skills to collaborate with cross-functional teams, stakeholders, and vendors. Experience in leading and mentoring a team of operations professionals.
CERTIFICATION / LICENSE
ITIL (Information Technology Infrastructure Library) Certification: ITIL is a widely recognized framework for IT service management. ITIL certifications, such as ITIL Foundation, ITIL Practitioner, and ITIL Service Operation, can provide a solid understanding of IT service management practices, including application operations.
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.