Application Support Se rvice Lead contract jobs Urgent

We’re Hiring: Application Support Service Lead

Location: New York, NY (Onsite)

We are looking for an experienced Application Support Service Lead to serve as the primary liaison between client stakeholders and delivery teams, ensuring seamless service operations, SLA compliance, and effective coordination between onsite and offshore teams.

Key Responsibilities:

Act as the Single Point of Contact (SPOC) for client stakeholders

Manage Incident, Problem, and Change Management processes

Ensure SLA/KPI adherence and provide service reporting

Coordinate with offshore teams for timely issue resolution

Lead governance meetings and status review sessions

Drive Root Cause Analysis (RCA) for critical incidents

Manage escalations and high-priority production issues

Oversee release and deployment coordination

Identify and implement automation opportunities

Maintain and enhance knowledge management practices

Required Skills & Experience:

8–12 years of Application/Production Support experience

Strong knowledge of ITIL processes and service management best practices

Excellent Stakeholder Management skills

Experience working in an onsite-offshore delivery model

Strong analytical, problem-solving, and communication skills

Hands-on experience with Jira and ServiceNow

Mandatory Skills:

Stakeholder Management

Jira

ITIL Processes