Application Support Lead
Core
Lead application support operations, managing incidents, problems, and changes while coordinating between onsite and offshore teams to ensure smooth service delivery.
Role type
Senior Application Support Lead
Builds
Stable production services and incident resolution workflows
Domain
IT Service Management / Application Support
Deliverable
dashboards & analysis
Required skills
ITIL processes, ServiceNow, Jira, stakeholder management, root cause analysis, SLA/KPI compliance, release coordination, offshore team coordination
Preferred skills
Automation, knowledge management practices
Responsibilities
Serve as primary point of contact for client stakeholders, Manage incident, problem, and change processes, Ensure SLA and KPI compliance, Coordinate with offshore teams to resolve issues, Lead governance calls and provide status updates, Drive root cause analysis for critical incidents
Seniority
Senior, hands-on IC