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Application Operations Manager

Salary undisclosed

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Tech Mahindra Indonesia is looking for an Application Operations Manager. Interested applicants can send their application by applying this job or writing back to [email protected].

Application Operations Manager – Telecom, CRM, OSS, ESB

Position Overview:

The Application Operations Manager for Telecom, CRM, OSS (Operational Support Systems), and ESB (Enterprise Service Bus) is responsible for ensuring the stability, efficiency, and optimization of critical applications in telecom operations. This role combines leadership, technical expertise, and strategic planning to manage application support and performance for systems vital to customer relationship management, operational workflows, and service integrations.

Key Responsibilities:

1. Application Management:

• Oversee end-to-end operations of CRM, OSS, and ESB systems in a telecom environment.

• Ensure high availability, scalability, and performance of applications to meet business needs.

• Manage application lifecycle activities, including upgrades, patching, and capacity planning.

• Hands on knowledge on Oracle, Scripting,

2. Incident and Problem Resolution:

• Lead the resolution of critical incidents, minimizing downtime and customer impact.

• Conduct root cause analysis and implement preventive actions to mitigate recurring issues.

• Establish monitoring and alerting mechanisms for proactive issue detection.

3. Team Leadership:

• Manage and mentor a team of application support engineers and technical specialists.

• Foster a collaborative environment focused on continuous improvement and innovation.

• Define and enforce operational procedures and best practices for application support.

4. Collaboration and Stakeholder Management:

• Work closely with Customer business units, IT teams, and external vendors to ensure smooth operations.

• Partner with development and integration teams to deploy enhancements and fixes.

• Align application operations with telecom business objectives and customer requirements.

5. Process Optimization and Automation:

• Tools knowledge of Servienow, BMC Truesight, Manage Engine,etc & RPA tools (Uipath, Blueprism, etc)

• Implement ITIL or similar frameworks to streamline operations and improve service delivery.

• Drive automation of routine operational tasks using tools like Ansible, Jenkins, or scripting.

• Optimize workflows for CRM, OSS, and ESB to improve efficiency and reduce costs.

6. Data Integrity and Security:

• Ensure compliance with telecom regulations and data protection standards.

• Monitor and enforce security protocols for application access and usage.

7. Performance Monitoring and Reporting:

• Establish KPIs to measure application performance and team efficiency.

• Prepare detailed reports on application uptime, incidents, and operational improvements.

• Recommend and implement changes based on analytics and performance trends.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, Telecommunications, or related field.

• 8+ years of experience in application support/operations, with a focus on telecom CRM, OSS, and ESB systems.

• At least 3 years in a leadership or managerial role.

• Strong knowledge of telecom applications, including CRM (e.g, Siebel), OSS (e.g., network provisioning, fault management), and ESB (TIBCO BWCE, OSB).

• Familiarity with ITIL frameworks and best practices for incident and problem management.

Technical Skills:

• Hands-on experience with telecom-specific systems and tools, including CRM and OSS platforms for B2B and B2C application.

• Knowledge of ESB integration patterns and middleware technologies.

• Proficiency in monitoring tools (e.g., Splunk, AppDynamics) and database management (SQL/NoSQL).

• Familiarity with DevOps practices and CI/CD tools.

• Understanding of cloud-based environments (AWS, Azure, or GCP).

Preferred Certifications:

• ITIL Foundation or higher.

• PMP or Prince2 certification.

• Certifications in relevant CRM, OSS, or ESB technologies.

Success Metrics:

• Meeting or exceeding SLAs for application uptime and incident resolution.

• Proactive identification and mitigation of risks and issues.

• Continuous improvement of processes and reduction of operational costs.

• Stakeholder satisfaction through seamless application performance and support.

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