Application Operations Lead (Principal IC) ? 100% Remote (U.S.) ? 9-Month Contract (Extension Likely) Overview The Application Operations Lead owns end-to-end operations for complex, business-critical applications spanning multiple systems, integrations, and teams. This role eliminates fragmented ownership by serving as the single operational lead—ensuring fast, accurate, and complete resolution of cross-platform issues. This is a senior individual contributor role focused on systems thinking and cross-team leadership (no people management). Core Mission Eliminate ticket “ping-pong” Reduce time-to-resolution Standardize support for complex systems Enable scalable centralized operations (ECC / Service Desk) Key Responsibilities Own incidents end-to-end across teams, systems, and vendors Lead advanced triage and root cause analysis (Saas, identity, integrations, data flows) Act as escalation lead for cross-boundary, high-impact issues Build and maintain practical runbooks and system diagrams Identify patterns and drive operational improvements Enable support teams with clear escalation paths and documentation Reduce manual effort through automation and tooling Qualifications Experience supporting complex, integrated production environments Strong cross-system troubleshooting skills Deep understanding of workflows, integrations, and access models Ability to lead through influence without formal authority Excellent communication and documentation Preferred Experience in regulated environments (e.g., healthcare) ECC / centralized operations model experience Background in building or maturing support models #AB 2 #ADCC