Operations Architecture Lead

Responsibilities

Lead initiatives to transform Service Operation activities, including building operations model, strategy, process improvement, automation, and governance.

Lead incident management for B2B and B2C applications, identify required support levels, provide accurate Level‑1 support, and fast‑track resolution.

Build and lead cross‑functional teams specializing in end‑to‑end solution architecture to diagnose incidents, detect faults, minimize ticket reopen rate, and expedite resolution.

Coordinate with Development and Infrastructure teams to ensure smooth operation and change management.

Act as liaison between business units and IT to align application solutions with organizational goals and deliver value.

Monitor application performance using monitoring tools to track health, optimize performance, and proactively address issues.

Implement and enforce IT policies, data security standards, and regulatory compliance across all managed applications.

Plan and coordinate application releases, patches, and upgrades with minimal disruption to business operations.

Foster a culture of collaboration and innovation, encouraging team members to share ideas for operational improvements.

Identify and manage risks associated with application operations, ensuring robust mitigation strategies are in place.

Develop and monitor key performance indicators to drive improvement and ensure alignment with organizational goals.

Ensure compliance with regulatory requirements and develop and implement policies and procedures to mitigate risk.

Oversee multiple streams and process implementation, monitoring of frameworks, policies, KPIs, and automation solutions to improve productivity, compliance, and strategic alignment.

Qualifications

Subject Matter Expert in B2B domain with hands‑on development / operations experience in B2B applications such as CRM, Billing, Rating, Siebel, Microservices, WFMS, etc., and digital clusters (Kafka, Kloudville, EOM, chatbot, etc.) and B2B products from Nokia, Ericsson, Aleppo, etc.

Subject Matter Expert in B2C domain with hands‑on development / operations experience in B2C applications such as B2C CRM, Billing, Rating, Siebel, Order Management, Provisioning, etc., and digital clusters (Elastic Path, Kafka, 6D gamification, etc.) and B2C products from Nokia, Ericsson, Aleppo, etc.

Proven experience leading cross‑functional teams and incident management for both B2B and B2C environments.

Strong knowledge of compliance and security best practices, as well as experience implementing IT policies and regulatory controls.

Demonstrated ability to develop and monitor KPIs, improve processes, and drive continuous improvement.

Excellent communication and stakeholder‑management skills with the ability to bridge business units and technical teams.

Technical and Business Skills

Experience with B2B / B2C applications like CRM, Billing, Rating, Siebel, Order Management, Provisioning, and digital clusters (Elastic Path, Kafka, 6D gamification, Kloudville, etc.).

Knowledge of incident management processes and ability to execute incident response plans.

Familiarity with application performance monitoring tools.

Understanding of IT policies, data security standards, and regulatory compliance frameworks.

Additional Requirements

Must ensure all incidents and complaints are addressed and resolved within agreed SLA’s.

Lead execution of post‑incident reviews for continuous improvement.

Act as escalation point (SPOC) for major incidents and report significant incidents to senior management.

Revenue assurance and fraud management responsibilities are not required.

Employment Details

Seniority level : Mid‑Senior

Employment type : Full‑time

Job function : Management & Manufacturing

Industries : IT Services and IT Consulting

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