Application Support Lead - Hybrid
Core
Lead application support and production operations, managing incidents, problems, and changes while coordinating with offshore teams to ensure service delivery.
Role type
Senior Application Support Lead
Builds
Stable production services and operational processes
Domain
IT Service Management / Application Support
Required skills
ITIL processes, stakeholder management, analytical troubleshooting, ServiceNow, Jira, release management, root cause analysis, SLA/KPI tracking
Preferred skills
onsite-offshore delivery model experience, automation opportunities identification
Technologies
ServiceNow, Jira, ITIL
Responsibilities
Manage incident, problem, and change management processes; Coordinate with offshore teams to resolve issues; Lead root cause analysis for critical incidents; Oversee release management and coordinate deployments; Track and report on SLAs and KPIs; Handle escalations and high-priority production issues
Seniority
Senior, hands-on IC