Application Support Lead / Service Delivery Analyst

Job Description (JD) - Application Support Lead / Service Delivery Analyst

Job Title: Application Support Lead / Service Delivery Analyst

Location: Flexible / Hybrid

Experience: 6+ Years

Role Overview

We are seeking an experienced Application Support professional with a strong background in IT Service Management (ITSM), ServiceNow operations, Manufacturing domain support, and L1/L2 application support for .NET and React-based applications. The ideal candidate should possess excellent incident management, queue management, and stakeholder communication skills, along with a foundational understanding of AI technologies and their application in IT operations.

Key Responsibilities

• Manage day-to-day application support operations for enterprise applications in a Manufacturing environment.
• Handle and resolve L1 and L2 incidents, service requests, and production issues for .NET and React-based applications.
• Monitor and manage ServiceNow queues, ensuring SLA adherence and timely ticket resolution.
• Perform incident, problem, and change management activities in alignment with ITSM best practices.
• Analyze recurring issues, identify root causes, and coordinate with development teams for permanent fixes.
• Work closely with business users, support teams, and technical teams to ensure seamless service delivery.
• Participate in release validation, deployment support, and post-implementation monitoring.
• Prepare operational reports, service metrics, and support documentation.
• Drive continuous service improvement initiatives and operational excellence.
• Leverage AI-based tools and automation opportunities to improve support efficiency and user experience.

Required Skills & Qualifications

Mandatory Skills

• Strong experience in IT Service Management (ITSM) processes.
• Experience supporting applications in the Manufacturing domain.
• Proven experience managing Application Support teams.
• Hands-on experience with ServiceNow ticket handling and workflow management.
• Experience in ServiceNow queue management, ticket prioritization, and SLA monitoring.
• Good understanding of Incident, Problem, Change, and Request Management processes.
• L1/L2 support experience for .NET applications.
• L1/L2 support experience for React-based web applications.
• Strong troubleshooting, root cause analysis, and stakeholder communication skills.

Preferred Skills

• Understanding of AI/Generative AI concepts and their application in IT operations.
• Exposure to AI-powered monitoring, ticket triaging, or support automation tools.
• Knowledge of DevOps practices, CI/CD pipelines, and cloud-based applications.
• Experience working in global support models and managing critical production incidents.

Education

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related discipline.

Key Competencies

• Customer-focused mindset
• Strong analytical and problem-solving abilities
• Excellent communication and stakeholder management skills
• Ability to work in a fast-paced production support environment
• Team leadership and mentoring capabilities
• Continuous improvement mindset

Nice-to-Have Certifications

• ITIL Foundation/Intermediate
• ServiceNow Certification
• Microsoft Azure Fundamentals (AZ-900)
• AI Fundamentals (AI-900)

Experience Range: 6-12 Years (preferred)

Domain: Manufacturing / Industrial Applications / Enterprise IT Support

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add communication as well