Team Lead, IT Application Production Support

Title:  Team Lead, IT Application Production Support

Location: New York, NY

Position Type: 9 months Contract to hire

Job Description:

Job Description:

• Support Analysts and providing guidance in their tasks to ensure team adhere to the processes and meet SLAs & KPIs.
• Experience with monitoring servers, using tools like Dynatrace, SCOM.
• Experience with Performance & Capacity Uplift
• Team Management: Supervise a team of IT support technicians, providing direction, organizing training and mentoring to develop skills and expertise.
• Incident Management: Secure resolution of IT incidents with set SLA, including troubleshooting, root cause analysis, and implementing fixes or workarounds to prevent future occurrences.
• Problem Management: Identifying and addressing the root causes of recurring IT issues, working with other teams to implement long-term solutions and prevent future problems.
• Communication: Serving as a liaison between the IT support team, other departments, and stakeholders, ensuring that IT-related issues are clearly communicated and that expectations are managed.
• Process Improvement: Continuously evaluating and refining IT support processes, procedures, and workflows to optimize efficiency, effectiveness, and customer satisfaction.
• Budgeting and Resource Allocation: Manage APS team''s budget, resources, and vendors, ensuring that the team has the necessary tools, equipment, and expertise to perform their duties.
• Reporting and Metrics: Developing and tracking key performance indicators (KPIs) to measure the team''s performance, including metrics such as first-call resolution rates, mean time to resolve (MTTR), and customer satisfaction.

What is required for you to succeed?

Must Have

• Bachelor of Technology in IT or equivalent.
• Strong experience on IT Service management tools – ServiceNow /Remedy & Confluence/JIRA
• Strong knowledge of ITIL Processes
• 7+ Years of Experience in Technical Application Support Role
• Efficient on ITSM, Understanding of Organization Procedures
• Working with Remediation
• Problem-solving & Critical thinking