Team Lead Application Operation

Oman Investment Authority; Muscat; On-site; OMR 24,000 - 36,000; Full time

Job summary

Oman Investment Authority is seeking a Team Lead Application Ops to supervise daily operations of Otech cloud-hosted enterprise applications, coordinating workload, overseeing L2 support, and ensuring uptime and customer satisfaction. The role acts as a primary escalation point and supports vendor management and service delivery optimization.

The successful candidate will lead a team, drive continuous improvement, and ensure ITIL-aligned processes with robust documentation and governance across

Qualifications

• Bachelor's degree in Computer Science, Information Systems, IT, or related field.
• ITIL Foundation preferred.
• Functional or vendor certifications for enterprise SaaS/ERP desirable.
• 4–6+ years of experience in application operations or enterprise application support.

Responsibilities

• Oversee end-to-end lifecycle for cloud applications ensuring stability and uptime.
• Coordinate onboarding of new clients or modules.
• Manage daily workload and prioritization for app tasks and service requests.
• Ensure compliance with standards and maintain documentation.

Skills

Leadership

L2 troubleshooting

Cloud applications

Incident management

Release management

Vendor coordination

Excellent communication

Education

Bachelor's degree in Computer Science, Information Systems, IT, or related field

ITIL Foundation certification

Job description

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

Support execution of the end-to-end lifecycle for enterprise cloud applications including stability functionality availability and performanceCoordinate application onboarding activities for new clients or new modulesManage daily workload assignment and prioritization for application-related tasks enhancements and service requestsEnsure all deployed applications comply with functional standards and have complete documentation

Licensing Subscription & Platform Management

Maintain visibility on license allocation consumption and usage patternsSupport license optimization renewal planning and vendor coordinationTrack application subscription and entitlement mapping for customer deploymentsEnsure licensing compliance for internal and customer environments

Application Operations Monitoring & Performance

Review monitoring dashboards and alerts for application performance errors and health statusEnsure timely L2 troubleshooting and functional checksGuide the team in log analysis understanding error patterns and isolating root causesValidate application configurations roles permissions and security settings from a functional standpointSupport proactive performance analysis and trend identification

Incident Problem & Release Management

Own the L2 incident handling process for cloud applications ensuring rapid triage and escalationValidate ticket quality classification troubleshooting notes and updatesCoordinate functional testing during releases deployments patches and upgradesEnsure proper UAT execution rollback readiness and release documentationReview and contribute to RCA documentation for recurring or critical issues

Customer Delivery Enablement & Support

Ensure consistent and timely response to customer application support ticketsSupport Service Delivery and Customer Success with functional insights issue explanation and remediation plansParticipate in customer calls for escalated application issuesReview customer feedback and identify areas for service experience improvementGuide 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 managementMaintain SOPs runbooks configuration notes troubleshooting guides and license trackersEnsure ticketing workflow and documentation accuracy across all support activitiesSupport 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 efficiencyIdentify opportunities for automating routine checks validations and reportingSupport evaluation of new tools modules or enhancements for enterprise applicationsContribute to R amp 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 tasksAllocate tasks monitor workflow and ensure delivery qualityProvide coaching functional guidance and upskilling support for the teamConduct performance input sessions and recommend development plansFoster a collaborative disciplined and customer-centric team culture Bachelor s degree in Computer Science, Information Systems, IT, or related fieldITIL foundation preferredFunctional or vendor certifications for enterprise SaaS/ERP (e.g., Odoo, Oracle, Dynamics, Salesforce) desirable4 6+ years of experience in application operations or enterprise application supportExperience in L2 troubleshooting, application configurations, and release supportPrior experience coordinating support teams or acting as a shift/technical leadStrong functional understanding of cloud enterprise applicationsGood knowledge of application troubleshooting, logs, configurations, workflows, and integrationsStrong analytical skills with ability to diagnose complex functional issuesExcellent communication skills for internal and customer coordinationAbility to guide junior team members and maintain structured operations