Application Support Lead : Network city, NY-4Days onsite.
American IT Systems•New York City, NY
•Hybrid
About The Position
The Onsite Service Lead will act as the primary point of contact for client stakeholders, ensuring smooth service delivery, SLA adherence, and coordination between onsite and offshore teams.
Requirements
- 8-12 years in Application/Production Support
- Strong ITIL process knowledge
- Stakeholder management experience
- Experience in onsite-offshore model
- Strong analytical and communication skills
- Experience with tools like ServiceNow/Jira
Responsibilities
- Act as SPOC for client stakeholders
- Manage incident, problem, and change management processes
- Ensure SLA/KPI adherence and reporting
- Coordinate with offshore teams for issue resolution
- Conduct governance calls and status updates
- Drive root cause analysis (RCA) for critical incidents
- Manage escalations and high priority issues
- Oversee release and deployment coordination
- Identify automation opportunities
- Maintain knowledge management practices
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
