IT BPM-Application Support (Onsite Service Lead)

American IT Systems•New York City, NY

17h•Onsite

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. This role involves managing incident, problem, and change management processes, conducting governance calls, driving root cause analysis, and identifying automation opportunities. The position requires strong ITIL knowledge and experience in an onsite-offshore model.

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
Customer Focus: Focus on providing a prompt and efficient service to customers; goes out of the way to ensure that individual customer needs are met.
Attention to detail to ensure metrics, quality and production output and reporting is accurate
Team Work: Respect others and work well within the team.
Communication: Speak clearly and write in a clear and concise manner. Uses appropriate style and language for communication (Data)
Communication: Speaks in an accent neutral manner or with the accent required for the process, with good vocabulary and grammar skills. Writes clearly (Voice)
Analysis and Decision Making: Makes judicious and fair decisions after examining all relevant information and making clear assumptions
Team Coaching and Leadership: Lead the team by example. Guide and support the team towards the achievement of goals.
Coaches and guides lead's in managing outcomes and expectations well.
Manage and facilitate aspirations and skill development for team.
Proactive in avoiding or resolving conflicts.
Planning skills: Translate business objectives into functional activities. Set goals and processes and organize resources to ensure that the desired results are met.
Excellent communication and leadership skills.
Organizational and time management skills.
Assistant Manager - Operations, Training, Quality, MIS, Process Excellence
Leadership role with span of up to 60 FTE
Familiar with Windows Operating Systems, MS Office
Excellent English comprehension – reading, writing and speaking
Domain knowledge based on process (healthcare, banking, investment, F&A, retail, customer support etc)
Expertise with process knowledge and guidelines
Expertise in work allocation and intake functions
Expertise in MS Excel
Expertise with quality control processes including pare to analysis and root cause analysis
Typing speed with 15WPM and 80% accuracy [Voice]
Typing speed with 30WPM and 95% accuracy [Data]
Experience level – 9 to 12 years
Application Support
Stakeholder Management
ITIL

Nice To Haves

6+ Months

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
Works closely with the Manager/Group Manager to achieve quantitative and qualitative SLAs and KPIs for the team.
Focuses on planning and execution to ensure quality improvement, turnaround time and overall process efficiency.
Identifies process gaps and collaborates with the client to formulate solutions for the same.
Regularly interacts with the Quality team to ensure real time action in cases of quality defects.
Leads corrective and preventive action plans for various transactions and owns them.
Ensures that leads are informed on all process and business updates; and the relevant information is cascaded to associates in every team to ensure transparent communication.
Set clear team goals and transparent objectives on what the team is working towards to ensure clarity.
Ensure team handles the work received and adheres to SLAs
Responsible for creating quality plans and implementing quality management function
Responsible for reporting and communicating with client and internal team members.
Communicates with clients daily and provides status update, obtains feedback and acts immediately on any issues highlighted.
Provides status update to the respective stakeholders and within the team
Shares performance reports to the client at the end of every month on team output and productivity.
Proactively identify opportunities to increase service levels and mitigate any issues in delivery within the function or across functions.
Take accountability for overall productivity efforts within the function, including coordination of function specific tasks.
On time completion of all mandatory training requirements of organization and customer.
Provide on floor training and one on one mentorship for new joiners.
Complete certification of respective career paths.
Update FAST Goals in NorthStar, track, report and seek continuous feedback from peers and manager.
Set goals for team members and mentees and provide feedback.
Escalate problems to appropriate individuals/support team based on established guidelines and procedures.
Monitors progress of requests for support and ensures users and other interested parties are kept informed.
Thorough understanding of organization and customer defined process.
Consult with mentor when in doubt.
Adherence to defined processes.
Adhere to organization's policies and business conduct.
Consume project related documents, share point, libraries and client universities
Identifies, analyses and solves the incidents/transactions.
Perform root cause analysis to find corrective and preventive actions after every major incident and escalations.
Work closely with team members to solve customer problems.
Understand agent's problems and weaknesses and address
Adhere to release management process
Set expectations; manage performance of team and individuals.
Provide regular feedback.
Coach team towards operational excellence.
Recognize high performing talents in the team and reward them.
Guide new team members in understanding customer infrastructure and processes.
Mentoring and providing guidance to the peers and junior associates.
Assist new team members to understand the customer environment.
Able to make decisions on any matters relating to improving revenue generation and customer satisfaction with regards to call handling and call center processes.