Short Description

Job Description The Team Lead of Digital Operations and Support of Digital Applications is responsible for overseeing the day-to-day operations, stability, and performance of the organization’s digital platforms and business applications. This role combines team leadership, operational excellence, and technical expertise to ensure digital applications are reliable, secure, and continuously improved to support business objectives. The Team Lead serves as the primary bridge between business stakeholders, IT teams, and vendors for operational support and incident resolution.

• Leadership & Team Management

• Lead, mentor, and support a team of application support analysts/specialists.

• Assign and prioritize tasks, ensuring timely resolution of incidents, service requests, and enhancements. Approve timesheets and vacations.

• Build a culture of accountability, continuous improvement, and customer focus.

• Operations & Support

• Oversee the health, availability, and performance of digital applications (e.g., web platforms, mobile apps, customer portals, internal business tools).

• Manage incident, problem, and change management processes in alignment with ITIL practices.

• Ensure effective monitoring, alerting, and escalation procedures are in place.

• Coordinate with vendors and third-party providers for application support and upgrades.

• Continuous Improvement & Optimization

• Identify recurring issues and drive root-cause analysis to reduce downtime and improve reliability.

• Propose and implement process automation and performance improvements.

• Collaborate with product and development teams to align support practices with release cycles and deployment pipelines.

• Stakeholder & Vendor Engagement

• Act as a key contact for business units regarding digital application support and operational stability.

• Translate business needs into operational priorities.

• Manage relationships with vendors and service providers, ensuring SLAs and KPIs are met.

• Governance, Risk & Compliance

• Ensure compliance with internal policies, security standards, and regulatory requirements.

• Maintain proper documentation, including knowledge bases, operational runbooks, and system configurations.

• Participate in audits, risk assessments, and disaster recovery planning

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience);
• 5+ years of experience in IT operations or application support, with at least 2 years in a leadership role;
• Strong knowledge of digital platforms (e.g., CMS, eCommerce, or mobile applications);
• Hands-on experience with incident management, system monitoring, and IT service management tools;
• Familiarity with Agile and DevOps practices is an asset.