Application Operations Manager
3 weeks ago
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, making sure service is being delivered in accordance to agreed goals, standards, with the right performance metrics and the required quality criteria, key to Arm.
You have ownership of services end to end including, people, capacity and budget management, as well as business engagement.
Responsibilities:
Leading the service delivery of the technical operational application support, both SaaS and internally developed to performance quality targets within the agreed service levels, focusing on end user experience and operational excellence. Implement a quality of service focus based on positive experience and efficiency and usability of all applications. Develop, implement, and evolve metrics and operating model focused on user experience, customer satisfaction and quality. Facilitate and lead technical and non technical discussions to define service delivery objectives and align with business outcomes. Develop and manage positive relationships within EIT and wider Arm. Be the face of application technical support, coordinating and engaging with multiple teams in Arm. Working closely with development, testing, service design and transition, service operations, business operations, and key partners to guarantee service assurance and delivery. Owning and defining CSI activities driving optimization and capacity as well as promoting a cost-effective solution. Using automation and AI optimizing tools and technology, reducing manual and repetitive work with no value. Define and drive innovation initiatives and lead these to drive efficiencies and obtain alignment Leading a team of 60+ support engineers, able to inspire, drive the right behaviors, coach, encourage, mentor and promote development opportunities. Budget ownership and financial management.
Required Skills and Experience:
At least 10 years experience in a similar role as a technical lead, operations manager or application support manager. Good interpersonal skills, communicating and presenting at all levels. Demonstrated knowledge and experience in leading technical support teams mainly in an application support environment, working on a global center in a 24/7 pattern. Highly skilled and experienced at negotiating conflict and problem-solving to achieve the desired outcomes. Demonstrable experience of having implemented services in an in source/outsourced environment owning all operational aspects of the implementation and service delivery. Strong commercial and financial awareness and accountability. Familiar with business application technology, including SAP (s4Hana), Salesforce, ServiceNow, Apis, Fusion, Tableau, Azure AD and Sitecore as an example but not exclusively. Exceptional ability to lead change using positive and collaborative methods. Dedicated and self-motivated, with people management, leadership and influencing skills. Bachelor's degree or equivalent experience in computer science, information systems, or a related field.
“ Nice To Have” Skills and Experience:
ITIL v3 or V4 Expert. Solid understanding Service Now as an ITSMF tool. In depth knowledge of ITSM processes. Working in a sophisticated, multi-geography, federated business, and IT environment. DevOps' methodology Desirable to have experience of Agile ways of working and SAFe. SIAM experience
In Return:
Accommodations at Arm
At Arm, we want our people to Do Great Things. If you need support or an accommodation to Be Your Brilliant Self during the recruitment process, please email To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.
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