Head of Application Operations

Head of Application Operations focuses on leading the application operations strategy with peto leadership, redesigning itil processes, ticket flows and the operating model to build a best‑in‑class function.

What the role involves

• Leading the Application Operations strategy with PETO leadership, redesigning ITIL processes, ticket flows and the operating model to build a best‑in‑class function.
• Re‑engineer Jira Service Management workflows, queues, automations, and implement a unified Service Catalogue mapping services to owners, SLAs/SLOs, request types, runbooks and esc.
• Establish strong intake and triage controls, with clear priority/severity definitions, escalation criteria and evidence standards to increase L2 first‑time resolution and protect L.
• Build and run the Problem Management function, driving RCA and preventative actions that reduce recurrence and improve system resilience.
• Shift Technical Operations toward proactive protections (SLOs, error budgets, early‑warning signals, auto‑remediation, runbook automation) while maintaining excellent reactive resp.
• Maintain a knowledge base and operability standards—runbooks, playbooks, ownership models, on‑call readiness—to support shift‑left and consistent operational quality.