Application Support Lead - Hybrid

Pay Rate: $55 per hour

Summary:

• 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.