Web & Mobile Operations Manager

Job Description

Platform Operation & Maintenance:
* Oversee daily health checks, performance monitoring, and uptime for web and mobile apps.
* Coordinate patches, updates, and release deployments in staging and production environments.
Incident Management & Troubleshooting:
* Lead investigation of platform incidents, coordinate rapid resolutions, and
communicate status to stakeholders.
* Establish and maintain escalation procedures with development vendors and internal teams.
Vendor & Stakeholder Coordination:
* Serve as primary liaison to external development and hosting vendors for issue resolution and enhancements.
* Align internal teams (Product, Marketing, Support) on release schedules and feature rollouts.
Support Team Leadership:
* Manage a team of Web Support Specialists and Application Support Engineers.
* Conduct regular coaching, performance reviews, and skills development.
Process & Quality Improvement:
* Develop and refine operational processes, runbooks, and SOPs for platform support.
* Analyze support metrics (MTTR, ticket volume, SLA compliance) to drive continuous improvement.
User Acceptance & Release Validation:
* Oversee UAT for new features, coordinate test plans, and validate vendor deliverables.
* Ensure backward compatibility and regression testing are performed.
Reporting & Analytics:
* Produce monthly operational reports on platform performance, incident trends, and support KPIs.
* Provide insights and recommendations to IT leadership for capacity planning and resource allocation.