Application Support (Onsite Service Lead)
Core
Lead application and production support operations for a client in New York, coordinating onsite and offshore teams to ensure service delivery.
Role type
Senior IC application support lead
Builds
IT service delivery and incident resolution
Domain
IT Operations / Application Support
Required skills
ITIL processes, ServiceNow, Jira, incident management, problem management, change management, SLA/KPI monitoring, root cause analysis, stakeholder management, offshore coordination
Preferred skills
automation, knowledge management practices
Technologies
ServiceNow, Jira
Responsibilities
Serve as primary contact for client stakeholders, Manage incident, problem, and change management processes, Monitor and report on SLA and KPI adherence, Coordinate with offshore teams to resolve issues, Lead governance calls and provide status updates, Drive root cause analysis for critical incidents, Manage escalations and high-priority issues, Coordinate releases and deployments, Identify opportunities for automation, Maintain knowledge management practices
Seniority
Senior, hands-on IC