Abbott

Senior Operations Manager - Web Application & Product Operations

Abbott • $120K — $150K *
Sylmar, CA 91342In-Person
Information Technology
8 - 10 years of experience
Reposted Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 10+ years in software operations, production support, or technical program management.
  • Strong knowledge of web application architecture, APIs, and cloud platforms (AWS/Azure/GCP).
  • Expertise in high-severity incident management and postmortems.
  • Experience with Change Request or Release Management in agile settings.
  • Proficient in monitoring tools like New Relic, Datadog, Splunk, and Grafana.
  • Ability to influence cross-functional teams and communicate with executives.
  • Strong organization, problem-solving, and decision-making skills.

Responsibilities

  • Lead global Tier 2 support for troubleshooting and incident resolution of web applications.
  • Collaborate with Engineering to analyze root causes and implement permanent fixes.
  • Define and optimize incident response processes and operational dashboards.
  • Manage change request intake, prioritization, and approval across product lines.
  • Partner with Product and Engineering to align change requests with releases.
  • Establish operational readiness standards and develop KPIs and service metrics.
  • Plan and execute Hypercare for major releases, ensuring smooth transitions back to steady-state operations.

Benefits

  • Opportunity to lead a global team and drive operational excellence.
  • Collaborate with cross-functional teams in various regions, including Malaysia and Ireland.
  • Engagement in continuous improvement initiatives focusing on process efficiency and customer experience.
  • Role involves significant cross-team communication with leadership visibility.
  • Challenging and impactful work within the realm of remote care software operations.
Full Job Description
JOB DESCRIPTION:

Role Overview

The Senior Operations Manager leads the end-to-end operational lifecycle of remote care software, overseeing Tier 2 application support, change request governance, product operations, release readiness, and hypercare management. This role is accountable for ensuring the reliability, performance, and operational excellence of web and remote care applications while partnering closely with Tier 1 Support, Software Development, SRE, DevOps, Systems Engineering, QA, and other cross-functional teams. It also includes global coordination with teams in Malaysia and Ireland to drive seamless, unified operational execution.

Key Responsibilities

Tier 2 Operations
  • Lead a global Tier 2 support organization responsible for troubleshooting, incident resolution, and service restoration of customer-facing web applications.
  • Own escalations from Tier 1 and collaborate with Engineering/Dev teams for root cause analysis and permanent fixes.
  • Define and optimize incident response processes, SLAs/OLAs, runbooks, and operational dashboards.
  • Drive operational KPIs such as MTTR, incident reduction, availability, and performance.

Change Request & Release Governance
  • Manage the intake, prioritization, and approval process for change requests across multiple product lines.
  • Partner with Product and Engineering teams to align change requests with product roadmaps and release cycles.
  • Operate the Change Advisory Board (CAB) and ensure compliance with internal controls and audit requirements.
  • Track changes from request through deployment, ensuring proper testing, documentation, and rollback planning.

Product Operations
  • Act as the operational bridge between Product Management and Engineering to ensure seamless release execution and customer experience.
  • Establish operational readiness standards (capacity, observability, supportability, documentation).
  • Develop and maintain KPIs, service metrics, and user-impact dashboards.
  • Drive business continuity planning and operational risk assessments for product portfolios.

Hypercare Management
  • Plan and run Hypercare for major releases, migrations, or customer-impacting initiatives.
  • Coordinate cross-functional activities with Support, Engineering, QA, and SRE to ensure real-time monitoring, rapid issue triage, and clear communication.
  • Create Hypercare playbooks, staffing plans, and reporting mechanisms for leadership visibility.
  • Lead daily war rooms and ensure smooth transition back to steady-state operations.


Leadership & Cross-Functional Collaboration
  • Lead and mentor a team of operations analysts, Tier 2 engineers, and support specialists.
  • Partner closely with Malaysia- and Ireland-based teams to support and drive business needs.
  • Build strong partnerships with Technical Program Managers, Engineering leaders, PMs, and Customer Support.
  • Drive continuous improvement initiatives in automation, monitoring, process efficiency, and customer experience.
  • Communicate operational status, risks, and escalations to executive leadership.


Qualifications
  • 10+ years of experience in software operations, production support, or technical program management.
  • Strong understanding of web application architecture, APIs, distributed systems, and cloud platforms (AWS/Azure/GCP).
  • Demonstrated expertise in high-severity incident management and postmortem processes.
  • Experience managing Change Request or Release Management processes in an agile environment.
  • Excellent analytical skills with proficiency in monitoring/logging tools (e.g., New Relic, Datadog, Splunk, Grafana).
  • Proven ability to influence cross-functional teams and communicate with senior leadership.
  • Strong organizational, problem-solving, and decision-making abilities.


Preferred Qualifications
  • Background in customer-facing product operations.
  • Familiarity with ITIL processes, SRE practices, or ISO/SOC compliance.
  • Experience managing global teams and 247 operational models.


The base pay for this position is

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:
Product Development

DIVISION:
CHR Corporate Human Resources

LOCATION:
United States > Sylmar : 13150 Telfair Avenue

ADDITIONAL LOCATIONS:

WORK SHIFT:
Standard

TRAVEL:
Yes, 5 % of the Time

MEDICAL SURVEILLANCE:
No

SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

About Abbott

Abbott Careers

Joining Abbott means becoming part of a globally diverse team dedicated to making a lasting impact on human health. As a leader in healthcare innovation, Abbott provides a dynamic workplace where careers flourish through growth, leadership, and diversity training.

Opportunities at Abbott

Explore a world of opportunities with our team. Whether you're seeking job opportunities in engineering, marketing, research, or healthcare, Abbott offers a variety of positions that allow professionals to grow their careers. Our commitment to diversity and innovation is evident in every aspect of our work, fostering an inclusive culture that values each team member's contribution.

Work You'll Do

At Abbott, every role contributes to our mission of helping people live fuller lives through better health. From groundbreaking research in medical devices to advancements in pharmaceuticals, our team is at the forefront of healthcare innovation. By joining Abbott, you are not just accepting a job; you are embarking on a path of professional and personal growth.

Internship Programs

Kickstart your career with an Abbott internship. Our programs provide invaluable industry experience and a chance to develop essential skills in a real-world setting. Interns at Abbott work on projects that matter, gaining the experience and knowledge necessary to succeed in their future careers.

Professional Development

Abbott is dedicated to the continuous professional development of its employees. With access to cutting-edge technology, leadership programs, and diversity training, our team members are equipped to lead and innovate within the healthcare industry. We support your career journey with robust training programs, mentorship, and opportunities for networking and professional growth.

Benefits and Culture

Our employees enjoy comprehensive benefits designed to support their life and well-being. From health insurance to retirement plans, we ensure our team has everything they need to thrive. Abbott's culture is built on a foundation of respect and integrity, united by a shared commitment to improving health outcomes.

Join Our Team

Discover the impact you can make with a career at Abbott. We are hiring individuals who are passionate, curious, and driven to lead. Search open positions that match your skills and interests on our Jobs page. Prepare your resume, sharpen your interview skills, and get ready to join a team that's at the cutting edge of healthcare solutions.

Stay Connected

Keep up to date with career tips, industry insights, and company news—all from the people who work here. Subscribe to our Careers Blog and personalize your subscription to receive job alerts and insider tips tailored to your preferences.

Explore Abbott

With a commitment to improving life through innovation, leadership, and diversity, Abbott is a place where you can fulfill your potential. See what exciting and rewarding opportunities await at Abbott by exploring our career opportunities today.

SEARCH ABBOTT JOBS

Join us in our mission to make the world a healthier place through innovation, leadership, and diversity. Your journey to a fulfilling career at Abbott starts here.
Learn more about Abbott
Size
113,000 employees
Market Cap
$189 billion
Industry
Healthcare
Net Income
$4.4 billion
Founded
1944
5 Year Trend
+15.6%
Revenue
$34.6 billion
NASDAQ
ABT
* Ladders Estimates

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