Application Operations Manager
Role details
Job location
Tech stack
Job description
Analytica is seeking an Operations & Support Lead to oversee system operations, support services, and performance management for enterprise, cloud-based applications supporting federal government programs. This role will ensure reliability, security, and availability of mission-critical systems while serving as a key liaison between technical teams and business stakeholders. The position includes oversight of helpdesk operations, incident management, and support for AI-driven automation within operational workflows., Oversee day-to-day system operations to ensure high levels of reliability, security, availability, and user satisfaction across enterprise applications
Lead performance optimization efforts, including bug fixes, patching, certificate management, and implementation of minor system enhancements
Manage and prioritize system-related incidents, including triage, escalation, troubleshooting, resolution, and completion of Root Cause Analysis (RCA)
Oversee Tier 1 Helpdesk operations, serving as the primary interface for customer technical support requests
Coordinate escalation across Tier 1, Tier 2, and Tier 3 support teams to ensure timely and effective issue resolution
Collaborate with technical teams and stakeholders to identify and resolve operational issues related to AI-driven automation, including workflow disruptions and data dependencies
Support and expand automation within helpdesk and operational processes, including automating routine support tasks such as troubleshooting, status updates, and user management workflows
Act as the primary operational liaison between technical teams and business stakeholders, ensuring clear communication during incidents, releases, and system updates
Support continuous improvement initiatives to enhance system performance, user experience, and operational efficiency, To enhance efficiency, fairness, and accuracy, Analytica may use AI-assisted tools to support certain aspects of our hiring process.
- Application Review: AI tools may help identify skills and experiences relevant to the role.
- Interview Support: AI-powered notetaking tools may be used during interviews to document discussions and summarize key points.
These tools are used to assist our team. All hiring decisions are made by Analytica recruiters and hiring managers., Voluntary Self-Identification of Disability Form CC-305 OMB Control Number 1250-0005 Expires 04/30/2026 Why are you being asked to complete this form?
We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.
Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp. How do you know if you have a disability?
A disability is a condition that substantially limits one or more of your "major life activities." If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:
- Alcohol or other substance use disorder (not currently using drugs illegally)
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- Cancer (past or present)
Requirements
Bachelor's degree in Information Systems, Computer Science, Engineering, or a related technical or business discipline
10+ years of experience supporting, managing, or leading operations for enterprise or mission-critical application systems
Demonstrated experience overseeing customer-facing support and production operations in a federal or regulated environment
Experience leading operations and support for cloud-hosted enterprise applications within AWS environments, ensuring high availability, performance, and reliability
Experience working within Agile delivery environments, supporting frequent, incremental releases while maintaining operational stability and security
Proven experience acting as a primary operational liaison between technical teams and business stakeholders, translating technical issues into clear, actionable communication
Strong experience with incident management, escalation processes, and root cause analysis
Experience supporting or implementing automation within IT operations or helpdesk environments
AWS Cloud Practitioner certification or equivalent cloud certification highly preferred
Must be a U.S. Citizen with the ability to obtain a Public Trust clearance
Preferred Skills:
Experience supporting AI-driven systems, automation platforms, or intelligent workflows in production environments
Familiarity with IT service management (ITSM) tools and frameworks (e.g., ServiceNow, ITIL practices)
Experience optimizing helpdesk operations and implementing scalable support models
Strong leadership and team coordination skills across multi-tier support environments
Experience working in federal healthcare or other regulated government environments
Ability to manage multiple priorities in fast-paced, mission-critical environments
Benefits & conditions
Analytica has been recognized by Inc. Magazine as one of the fastest-growing 250 businesses in the US for 3 years. We work with U.S. government clients in health, civilian, and national security missions to build better technology products that impact our day-to-day lives. The company offers competitive compensation with opportunities for bonuses, employer-paid health care, training and development funds, and 401k match., Target Salary* What level of government security clearance do you hold? If applicable, please list any Federal agencies you currently hold a clearance for? LinkedIn Profile Where did you hear about Analytica?* Do you acknowledge and agree that your application may be reviewed by AI-assisted tools, and that interviews may be recorded or summarized using AI notetakers?* Yes, I acknowledge and agreeNo, I do not agree The following questions are entirely optional. To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more. Gender Race/Ethnicity, Invitation for Job Applicants to Self-Identify as a U.S. Veteran
- A "disabled veteran" is one of the following:
- a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
- a person who was discharged or released from active duty because of a service-connected disability.
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