Role: Lead Application Support Consultant
Location: NYC, NY (Hybrid)
Duration: 12+ Months
Must have:
Application Support
Stakeholder Management
ITIL
Job Description:
The Onsite Service Lead will act as the primary point of contact for
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.
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
