The Opportunity We are seeking a self-motivated, results-oriented professional to lead and provide technical guidance to sustain operations analysts and ensure the delivery of high-quality application sustain services. This role requires a blend of technical acumen, operational excellence, and leadership capabilities. Your Impact As Operations Lead - Global Commercial & Consumer Apps your scope would consist of: People Leadership: Reports directly to the Director of Global Consumer & Commercial apps. Manage and mentor a team of application support analysts. Coordinate team activities based on priority and urgency and drive a productive ways of working across functional area. Provide advanced technical support for complex application issues & root cause analysis. Act as 1st layer of escalation to support CSMs and Sustain analysts. Escalate issues to & from external Capability & Sector Deployment teams, as necessary. Identify opportunities for process improvements and work with team to implement changes to enhance efficiency and customer satisfaction. Stay updated on industry trends and advancements in application support technologies. E2E Service Management & SLAs: Review the service reports in accordance with SLA agreements partnering with the CSM. Drive standard support processes and best practices to enhance service quality partnering with external Capability teams' guidance. Act as a liaison between DP&A Sustain & Operations teams to reduce obstacles and improve visibility on external risks. Act as a liaison between Capabilities & Sector Deployment teams to escalate and reduce global risks or respond to priority incidents (MIMs). Transition to Sustain Plan and monitor smooth transition of applications from Hypercare to Production Support (Transition to Sustain). Partner with Engineering Teams Release Manager to review Hypercare Checklist. Drive the audit and alignment of the Hypercare Checklist and confirmed completed successfully with Customer Success Manager before accepting application. Strategy and Planned Maintenance: Review the strategy and planning of system maintenance and updates aligned with global/sector planned downtime calendars. Review impact and assessment of all planned maintenance across applications and shared capabilities alerting teams of future changes. Review all vendor management agreements & partner with Software Asset management to resolve issues or improve relationship. Ensure planned service requests are executed by partner Capability teams in a timely manner to prepare future deployment readiness across all environments. Drive a yearly Technology Lifecycle Management Capability Roadmap support future growth to gain AOP alignment & approval. Communication and Reporting: Review and validate Service Level reporting meets SLAs. Celebrate success with SMILES awards or providing positive feedback to vendors & peers. Assist in the data capture and validation for Executive Summary reports on Sustain & Operations team standard KPIs using dashboards. Share bright and hot spots with Sustain Lead that require celebration or attention. Utilize PEPOps Dashboard to assist in standardizing functional reporting. Celebrate success with SMILES awards or providing positive feedback to vendors & peers.