Team Lead Application Operation | رئيس قسم عمليات التطبيقات

ROLE OBJECTIVE
Team Lead, Application Ops supervises daily operations, performance, and support of Otech’s cloud-hosted enterprise applications
The role coordinates workload intake, oversees L2 support execution, ensures timely resolution of incidents, manages releases and changes, and maintains application uptime and customer satisfaction
The Team Lead acts as the first technical escalation point for the team, ensures process compliance, and supports the Manager, Application Ops in vendor management, license oversight, and service delivery optimization

RESPONSIBILITIES
Application Lifecycle & Service Ownership
• Support execution of the end-to-end lifecycle for enterprise cloud applications including stability, functionality, availability, and performance
• Coordinate application onboarding activities for new clients or new modules
• Manage daily workload assignment and prioritization for application-related tasks, enhancements, and service requests
• Ensure all deployed applications comply with functional standards and have complete documentation
Licensing, Subscription & Platform Management
• Maintain visibility on license allocation, consumption, and usage patterns
• Support license optimization, renewal planning, and vendor coordination
• Track application subscription and entitlement mapping for customer deployments
• Ensure licensing compliance for internal and customer environments
Application Operations, Monitoring & Performance
• Review monitoring dashboards and alerts for application performance, errors, and health status
• Ensure timely L2 troubleshooting and functional checks
• Guide the team in log analysis, understanding error patterns, and isolating root causes
• Validate application configurations, roles, permissions, and security settings from a functional standpoint
• Support proactive performance analysis and trend identification
Incident, Problem & Release Management
• Own the L2 incident handling process for cloud applications ensuring rapid triage and escalation
• Validate ticket quality, classification, troubleshooting notes, and updates
• Coordinate functional testing during releases, deployments, patches, and upgrades
• Ensure proper UAT execution, rollback readiness, and release documentation
• Review and contribute to RCA documentation for recurring or critical issues
Customer Delivery, Enablement & Support
• Ensure consistent and timely response to customer application support tickets
• Support Service Delivery and Customer Success with functional insights, issue explanation, and remediation plans
• Participate in customer calls for escalated application issues
• Review customer feedback and identify areas for service experience improvement
• Guide the team on how to communicate technical issues to business users in clear terms
Compliance, Documentation & Governance
• Ensure team adherence to ITIL-aligned processes for incident, change, problem, release, and configuration management
• Maintain SOPs, runbooks, configuration notes, troubleshooting guides, and license trackers
• Ensure ticketing, workflow, and documentation accuracy across all support activities
• Support audit preparation by ensuring all application operations are traceable and well documented
Continuous Improvement & Automation
• Recommend process enhancements to strengthen application performance, SLAs, and team efficiency
• Identify opportunities for automating routine checks, validations, and reporting
• Support evaluation of new tools, modules, or enhancements for enterprise applications
• Contribute to R&D initiatives by testing new features or proof-of-concepts for cloud applications
People Leadership & Team Management
• Lead Senior Specialists, Specialists, and Junior Specialists in daily activities and support tasks
• Allocate tasks, monitor workflow, and ensure delivery quality
• Provide coaching, functional guidance, and upskilling support for the team
• Conduct performance input sessions and recommend development plans
• Foster a collaborative, disciplined, and customer-centric team culture

ROLE SPECIFICATIONS
Qualification
• Bachelor’s degree in Computer Science, Information Systems, IT, or related field
Certification
• ITIL foundation preferred
• Functional or vendor certifications for enterprise SaaS/ERP (e.g., Odoo, Oracle, Dynamics, Salesforce) desirable
Experience
• 4–6+ years of experience in application operations or enterprise application support
• Experience in L2 troubleshooting, application configurations, and release support
• Prior experience coordinating support teams or acting as a shift/technical lead
Skills
• Strong functional understanding of cloud enterprise applications
• Good knowledge of application troubleshooting, logs, configurations, workflows, and integrations
• Strong analytical skills with ability to diagnose complex functional issues
• Excellent communication skills for internal and customer coordination
• Ability to guide junior team members and maintain structured operations