Application Support Lead

Job Title: Application Support Lead

Job Location: New York, NY

Job Type: Contract

Pay Range: $55.00hr - $60.00hr

Job Overview:

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.

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• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities