Senior Operations Manager – Web Application & Product Operations

JOB DESCRIPTION:

Senior Operations Manager – Web Application & Product Operations

Role Overview

The Senior Operations Manager leads the end‑to‑end operational lifecycle of remote care software, overseeing Tier 2 application support, change request governance, product operations, release readiness, and hypercare management. This role is accountable for ensuring the reliability, performance, and operational excellence of web and remote care applications while partnering closely with Tier 1 Support, Software Development, SRE, DevOps, Systems Engineering, QA, and other cross‑functional teams. It also includes global coordination with teams in Malaysia and Ireland to drive seamless, unified operational execution.

Key Responsibilities

Tier 2 Operations

• Lead a global Tier 2 support organization responsible for troubleshooting, incident resolution, and service restoration of customer-facing web applications.
• Own escalations from Tier 1 and collaborate with Engineering/Dev teams for root cause analysis and permanent fixes.
• Define and optimize incident response processes, SLAs/OLAs, runbooks, and operational dashboards.
• Drive operational KPIs such as MTTR, incident reduction, availability, and performance.

Change Request & Release Governance

• Manage the intake, prioritization, and approval process for change requests across multiple product lines.
• Partner with Product and Engineering teams to align change requests with product roadmaps and release cycles.
• Operate the Change Advisory Board (CAB) and ensure compliance with internal controls and audit requirements.
• Track changes from request through deployment, ensuring proper testing, documentation, and rollback planning.

Product Operations

• Act as the operational bridge between Product Management and Engineering to ensure seamless release execution and customer experience.
• Establish operational readiness standards (capacity, observability, supportability, documentation).
• Develop and maintain KPIs, service metrics, and user-impact dashboards.
• Drive business continuity planning and operational risk assessments for product portfolios.

Hypercare Management

• Plan and run Hypercare for major releases, migrations, or customer-impacting initiatives.
• Coordinate cross-functional activities with Support, Engineering, QA, and SRE to ensure real-time monitoring, rapid issue triage, and clear communication.
• Create Hypercare playbooks, staffing plans, and reporting mechanisms for leadership visibility.
• Lead daily war rooms and ensure smooth transition back to steady-state operations.

Leadership & Cross-Functional Collaboration

• Lead and mentor a team of operations analysts, Tier 2 engineers, and support specialists.
• Partner closely with Malaysia‑ and Ireland‑based teams to support and drive business needs.
• Build strong partnerships with Technical Program Managers, Engineering leaders, PMs, and Customer Support.
• Drive continuous improvement initiatives in automation, monitoring, process efficiency, and customer experience.
• Communicate operational status, risks, and escalations to executive leadership.

Qualifications

• 10+ years of experience in software operations, production support, or technical program management.
• Strong understanding of web application architecture, APIs, distributed systems, and cloud platforms (AWS/Azure/GCP).
• Demonstrated expertise in high‑severity incident management and postmortem processes.
• Experience managing Change Request or Release Management processes in an agile environment.
• Excellent analytical skills with proficiency in monitoring/logging tools (e.g., New Relic, Datadog, Splunk, Grafana).
• Proven ability to influence cross-functional teams and communicate with senior leadership.
• Strong organizational, problem-solving, and decision-making abilities.

Preferred Qualifications

• Background in customer-facing product operations.
• Familiarity with ITIL processes, SRE practices, or ISO/SOC compliance.
• Experience managing global teams and 24×7 operational models.

The base pay for this position is

In specific locations, the pay range may vary from the range posted.

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