Application Operations Lead

Role Summary

The Application Operations Lead is responsible for endtoend operational ownership of complex businesscritical applications and workflows that span multiple platforms integrations and support teams.

This role exists to close a common enterprise gap: when issues cross systems ownership becomes fragmented resolution slows and accountability blurs. The Principal Lead acts as the single operational owner ensuring issues are diagnosed quickly routed correctly and resolved completelyregardless of which teams or technologies are involved.

This is a senior individual contributor role focused on systems thinking operational clarity and crossteam leadership not people management.

Core Mission

• Eliminate ticket pingpong across teams
• Reduce timetoresolution for crossplatform issues
• Establish repeatable support patterns for complex applications
• Enable centralized operations (ECC / Service Desk) to scale effectively
• Create a sustainable model that can be applied to many applications and workflows over time

Key Responsibilities

EndtoEnd Operational Ownership

• Serve as the single point of operational accountability for assigned applications and workflows.
• Own incidents from intake through resolution even when fixes span multiple teams or vendors.
• Act as the escalation lead when issues cross traditional support boundaries.

Advanced Triage & Root Cause Analysis

• Diagnose complex failures involving:
  • SaaS platforms
  • Identity and access systems
  • Data pipelines and integrations
  • Upstream/downstream dependencies
• Rapidly determine where a failure occurred and why distinguishing between:
  • Data correctness issues
  • Timing/latency issues
  • Distribution or entitlement failures
• Reduce noise by ensuring issues are routed to the right team the first time.

Support Model & Documentation Ownership

• Own and maintain authoritative endtoend support diagrams for assigned platforms.
• Create and evolve triage runbooks that define:
  • What to check
  • Where to check it
  • Who owns each correction step
• Ensure documentation reflects real operational behavior not just architecture.

Escalation & Incident Leadership

• Act as Tier 2.5 / Tier 3 escalation lead for complex operational issues.
• Coordinate across engineering integration security data and vendor teams during active incidents.
• Provide clear confident communication during highimpact situations.

Operational Maturity & Scale

• Identify recurring failure patterns and systemic gaps.
• Partner with engineering and product teams to reduce operational risk over time.
• Enable centralized teams (ECC / Service Desk) through:
  • Clear escalation criteria
  • Validated runbooks
  • Knowledge transfer and coaching
• Help define a repeatable operational playbook that can be applied to additional applications.

Automation & Continuous Improvement

• Identify opportunities to reduce manual effort through:
  • Dashboards
  • Data validation checks
  • Workflow automation
  • AIassisted analysis (where appropriate)
• Focus on reducing operational drag not just fixing individual incidents.

Qualifications :

Required Qualifications

• Strong experience supporting complex integrated applications in production.
• Demonstrated ability to troubleshoot issues that span:
  • Multiple systems
  • Multiple teams
  • Multiple vendors
• Deep understanding of:
  • Application workflows
  • Data movement and integrations
  • Identity and access concepts
• Proven ability to operate effectively without formal authority.
• Excellent documentation and communication skills.

Preferred Qualifications

• Experience working in:
  • Healthcare regulated or compliancesensitive environments
  • Centralized operations or ECC models
• Experience building or maturing support operating models not just running tickets.
• Comfort acting as the glue between product engineering operations and vendors.

Role Characteristics

• Individual Contributor (no direct reports)
• Senior / Principal level influence
• High autonomy high accountability
• Trusted escalation point for leadership
• Patternbuilder not just problemsolver

Measures of Success

• Faster resolution of crosssystem incidents
• Fewer misrouted or reassigned tickets
• Clear trusted operational documentation
• Reduced leadership involvement in escalations
• A scalable support model reused across multiple applications

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Additional Employee Requirements  

• Participation in both internal meetings and external meetings via video calls as necessary. 
• Ability to go into corporate or client offices to work onsite as necessary. 
• Prolonged periods of remaining stationary at a desk and working on a computer as necessary. 
• Ability to bend kneel crouch and reach overhead as necessary. 
• Hand-eye coordination necessary to operate computers and various pieces of office equipment as necessary. 
• Vision abilities including close vision toleration of fluorescent lighting and adjusting focus as necessary. 
• For positions that require business travel and/or event attendance ability to lift 25 lbs as necessary. 
• For positions that require business travel and/or event attendance a valid drivers license and acceptable driving record are required as driving is an essential job function.

*If requested reasonable accommodations will be made to enable employees requiring accommodations to perform the essential functions of their jobs absent undue hardship.   

USA Benefits (Full time roles only does not apply to contractor positions)

• Robust healthcare and benefits including Medical Dental vision Disability coverage and various other benefit options  
• Flexible Spending Accounts (Medical Transit and Dependent Care)  
• Employer Paid Life Insurance and AD&D Coverages  
• Health Savings account paired with our low-cost High Deductible Medical Plan  
• 401(k) Safe Harbor Retirement plan with employer match with immediately vest   

At Endava were committed to creating an open inclusive and respectful environment where everyone feels safe valued and empowered to be their best. We welcome applications from people of all backgrounds experiences and perspectivesbecause we know that inclusive teams help us deliver smarter more innovative solutions for our customers. Hiring decisions are based on merit skills qualifications and potential. If you need adjustments or support during the recruitment process please let us know.

Remote Work :

Yes

Employment Type :

Full-time