Application Support Lead - Hybrid
Technology
Job Description
Job DescriptionPay Rate: $55 per hourSummary:
- Location: New York, NY
- Work Mode: Hybrid
Responsibilities:
- Act as the primary point of contact for company stakeholders and manage day-to-day service delivery.
- Manage incident, problem, and change management processes.
- Ensure SLA/KPI adherence, tracking, and reporting.
- Coordinate with offshore teams to drive timely issue resolution.
- Conduct governance calls and provide regular status updates to stakeholders.
- Lead root cause analysis (RCA) for critical incidents and implement corrective actions.
- Manage escalations and high-priority production issues.
- Oversee release management and deployment coordination.
- Identify opportunities for automation and service improvement.
- Maintain knowledge management documentation, support procedures, and operational records.
Requirements:
- Minimum 8 years of experience in Application Support or Production Support.
- Strong knowledge of ITIL processes, including incident, problem, and change management.
- Proven experience in stakeholder management and company communication.
- Experience working in an onsite-offshore delivery model.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent verbal and written communication skills.
- Hands-on experience with service management and tracking tools such as ServiceNow and Jira.