Orion Innovation is a premier, award-winning, global business and technology services firm. Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity. We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.
Role Summary:
We are seeking a senior resource to lead the Application Support and Operations function for enterprise-grade applications hosted on Microsoft Azure. This role will be responsible for ensuring high availability, operational excellence, and continuous improvement through automation and AI-driven practices. The candidate will lead a global support team and act as a key liaison between engineering, vendors (including Microsoft), and business stakeholders.
Key Responsibilities
- Operational Leadership
- Lead day-to-day operations of the Application Support & Operations team, ensuring efficient ticket triage, troubleshooting, and resolution
- Manage and mentor a global team (~8 analysts across onshore and offshore)
- Own application uptime, SLA adherence, and operational stability
- Incident & Problem Management
- Act as the escalation point for critical incidents and perform hands-on troubleshooting
- Conduct root cause analysis (RCA) and implement preventive measures
- Enforce ITIL best practices across incident, problem, and change management
- Azure & Technical Oversight
- Collaborate with Microsoft and internal engineering teams on Azure performance and reliability
- Monitor application health using logs, metrics, and observability tools
- Ensure stable environments across releases, deployments, and system updates
- Stakeholder & Vendor Management
- Coordinate across business, technical teams, and external vendors
- Drive clear communication during incidents, releases, and operational reviews
- Continuous Improvement & Automation
- Drive transformation initiatives including:
- Process automation
- Proactive monitoring
- AI/agentic automation for incident detection/resolution
- Improve documentation, knowledge management, and self-service capabilities
- Reporting & Governance
- Define and report KPIs, trends, and operational insights
- Provide regular updates to leadership on performance and risks
- Drive transformation initiatives including:
Experience
- 8+ years in Application Support / Production Operations / Service Management
- 3+ years in a team leadership or management role
- Experience managing global/offshore teams
Technical Skills
- Strong knowledge of Microsoft Azure architecture and operations
- Hands-on experience with:
- .NET / C#
- SQL Server
- IIS / WCF / Windows-based applications
- Ability to analyze logs, system metrics, and performance issues
Tools & Frameworks
- ServiceNow (ITSM)
- Application Insights / monitoring tools
- ITIL processes (incident, problem, change)
Soft Skills:
- Strong communication and stakeholder management
- Ability to operate in high-pressure, mission-critical environments
Preferred Experience
- Supporting large-scale enterprise applications
- Experience in regulated / audit-driven environments
- Exposure to AI-driven operations (AIOps), automation, or agentic workflows
Key Differentiator
- Proven ability to modernize support functions using AI, automation, and proactive operations
Orion is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, citizenship status, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Candidate Privacy Policy
Orion Systems Integrators, LLC and its subsidiaries and its affiliates (collectively, “Orion,” “we” or “us”) are committed to protecting your privacy. This Candidate Privacy Policy (orioninc.com) (“Notice”) explains:
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- How we handle that information; and
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Your use of Orion services is governed by any applicable terms in this notice and our general Privacy Policy.
Skills Required
- 8+ years in Application Support / Production Operations / Service Management
- 3+ years in a team leadership or management role
- Experience managing global/offshore teams
- Strong knowledge of Microsoft Azure architecture and operations
- Hands-on experience with .NET / C#
- Hands-on experience with SQL Server
- Ability to analyze logs, system metrics, and performance issues
Orion Innovation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Orion Innovation and has not been reviewed or approved by Orion Innovation.
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Wellbeing & Lifestyle Benefits — Orion highlights health and well-being initiatives such as fitness, mindfulness, and flexibility/remote options, reinforced by recognition like Cigna’s Healthy Workforce Designation. Flexibility via hybrid/remote work is positioned as a consistent part of the overall rewards experience.
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Fair & Transparent Compensation — Pay is characterized as moderately satisfactory overall, with pockets where compensation is viewed as fair, particularly for some software engineering and certain U.S. roles. Public snapshots also indicate that competitiveness can be stronger in specific markets and functions.
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Career-Linked Recognition & Rewards — Performance-linked outcomes are implied through mentions that hikes can be good when performance is demonstrated. Learning and development programs are also emphasized as part of the broader value proposition tied to career growth.
Orion Innovation Insights
What We Do
Orion is a leading digital transformation and product development services firm. Headquartered in Edison, NJ, we have a global team of 6,200+ associates, with engineers in 14 major delivery centers across North America, Europe, Asia Pacific and Latin America. For over 25 years, Orion has been solving complex business problems for our clients. Our transformative business solutions are rooted in digital strategy, experience design, and engineering, empowering our clients to operate with agility at scale. Our mission is to serve as an agile and trusted partner for business transformation initiatives, providing deep emerging technology, experience design, and domain expertise. Our business has more than tripled over the last three years. We have grown aggressively both organically and inorganically, adding new clients, complementary skills, domain expertise, and strengthening our global footprint.
