Lead – Application Support & Operations

Orion Innovation•Montvale, NJ

13h

About The Position

We are seeking a senior resource to lead the Application Support and Operations function for enterprise-grade applications hosted on Microsoft Azure. This role will be responsible for ensuring high availability, operational excellence, and continuous improvement through automation and AI-driven practices. The candidate will lead a global support team and act as a key liaison between engineering, vendors (including Microsoft), and business stakeholders.

Requirements

8+ years in Application Support / Production Operations / Service Management
3+ years in a team leadership or management role
Experience managing global/offshore teams
Strong knowledge of Microsoft Azure architecture and operations
Hands-on experience with: .NET / C#
Hands-on experience with: SQL Server
Hands-on experience with: IIS / WCF / Windows-based applications
Ability to analyze logs, system metrics, and performance issues
ServiceNow (ITSM)
Application Insights / monitoring tools
ITIL processes (incident, problem, change)
Strong communication and stakeholder management
Ability to operate in high-pressure, mission-critical environments

Nice To Haves

Supporting large-scale enterprise applications
Experience in regulated / audit-driven environments
Exposure to AI-driven operations (AIOps), automation, or agentic workflows
Proven ability to modernize support functions using AI, automation, and proactive operations

Responsibilities

Lead day-to-day operations of the Application Support & Operations team, ensuring efficient ticket triage, troubleshooting, and resolution
Manage and mentor a global team (~8 analysts across onshore and offshore)
Own application uptime, SLA adherence, and operational stability
Act as the escalation point for critical incidents and perform hands-on troubleshooting
Conduct root cause analysis (RCA) and implement preventive measures
Enforce ITIL best practices across incident, problem, and change management
Collaborate with Microsoft and internal engineering teams on Azure performance and reliability
Monitor application health using logs, metrics, and observability tools
Ensure stable environments across releases, deployments, and system updates
Coordinate across business, technical teams, and external vendors
Drive clear communication during incidents, releases, and operational reviews
Drive transformation initiatives including: Process automation, Proactive monitoring, AI/agentic automation for incident detection/resolution
Improve documentation, knowledge management, and self-service capabilities
Define and report KPIs, trends, and operational insights
Provide regular updates to leadership on performance and risks