We are seeking an experienced Senior Applications Operations Coordinator to oversee support and lifecycle management of business-critical COTS and SaaS applications. Working within a global energy organisation, you will ensure systems remain reliable, secure and aligned with enterprise standards while managing vendor support teams and supporting the transition of new solutions into steady-state operations.
As the Senior Applications Operations Coordinator, you will oversee operational support services for enterprise SaaS and COTS applications while ensuring strong governance, service delivery and system resilience.
Key responsibilities include:
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Lead and manage a team of digital support specialists and vendor partners, ensuring high-quality technical support and service delivery.
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Build strong relationships with system owners and business stakeholders across corporate and commercial functions.
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Act as an escalation point for complex incidents, coordinating troubleshooting and resolution of application issues.
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Drive improvements in monitoring, alerting and observability capabilities to move towards proactive system management.
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Ensure root cause analysis and incident reviews are conducted to minimise recurring issues.
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Govern the transition of new applications into operational support, ensuring appropriate processes, documentation and service models are in place.
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Develop and maintain support workflows, operational documentation and knowledge bases to improve service efficiency.
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Assess and manage application risks while supporting operational decisions around system maintenance and lifecycle management.
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Provide operational input into technical architecture decisions for SaaS and COTS platforms.
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Identify opportunities for cost optimisation and application rationalisation, including FinOps initiatives.
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Work with vendors and internal teams to plan upgrades, retire legacy systems and maintain technology currency.
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Support application portfolio planning and lifecycle management to ensure systems remain aligned with business requirements and enterprise standards.
To succeed in this role you will bring strong experience in enterprise application operations, vendor management and digital service delivery.
Essential:
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10+ years' experience in digital operations, application management or enterprise IT environments.
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Experience managing COTS and SaaS application support services.
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Proven ability to lead support teams and vendor delivery partners.
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Strong experience managing major incidents, troubleshooting complex issues and coordinating resolution.
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Knowledge of ITIL service management practices and enterprise support frameworks