Role: Application Support Lead
Location: New York, NY (Onsite)
Must Have Skills
Application Support
Stakeholder Management
ITIL
Job Description:
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.
Key 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
Required Skills & Experience:
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
