Application Operations Manager

2 weeks ago

Bengaluru, Karnataka, India arm limited Full time

Job Description

Job Overview:

Based in our Bangalore office, reporting to EIT leadership, you will lead the operational support for Arm's suite of business applications, operating in a 16x5 shift rotation with on-call model, ensuring service delivery aligns with objectives, standards, performance metrics, and quality criteria critical to Arm.

You have full ownership of services, spanning people, capacity, budget management, and business engagement.

Responsibilities:

  • Leading the service delivery of technical operational application support, focusing on performance quality targets within agreed service levels with an emphasis on end-user experience and operational excellence.
  • Implementing a quality of service approach emphasizing positive experience, efficiency, and usability of all applications.
  • Facilitating and leading discussions to define service delivery objectives aligned with business outcomes, establishing and managing positive relationships within EIT and across Arm.
  • Being the primary contact for application technical support, coordinating with multiple Arm teams to ensure service delivery and assurance.
  • Owning and driving CSI activities for optimization, capacity, and cost-effectiveness, utilizing automation and AI tools to enhance efficiency and innovation.
  • Leading a team of over 60 support engineers, inspiring, coaching, and promoting development opportunities.
  • Managing budget and finance operations.

Required Skills and Experience:

  • Minimum 10 years of experience in a role as a technical lead, operations or application support manager.
  • Strong interpersonal and communication skills across all levels.
  • Demonstrated expertise in leading technical support teams in a global 24/7 application support environment.
  • Skilled at conflict resolution and problem-solving to achieve desired outcomes.
  • Proven experience in implementing and managing services in various environments.
  • Commercial and financial acumen.
  • Familiarity with business application technologies including SAP, Salesforce, ServiceNow, and more.
  • Ability to lead change positively and collaboratively.
  • Bachelor's degree in computer science, information systems, or related field.

"Nice To Have" Skills and Experience:

  • ITIL v3 or V4 Expertise.
  • Proficiency in Service Now as an ITSM tool.
  • In-depth knowledge of ITSM processes.
  • Experience in complex multi-geography business and IT environments.
  • Understanding of DevOps methodology.
  • Experience with Agile and SAFe frameworks.
  • SIAM experience.

In Return:

Accommodations at Arm

At Arm, we strive for excellence. If you require assistance or accommodation during the recruitment process, please reach out to us. Provided information will be handled with confidentiality and shared only as necessary to provide support. Potential accommodations include interview breaks, document reading assistance, or office accessibility modifications. Connect with us for any necessary accommodations during the recruitment process.

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