IT BPM-Application Support (Onsite Service Lead)

NYC, NY- onsite 4 days a week

IT BPM Manager / Application Support

6+ Months

Job Description - Application Support (Onsite Service Lead) Role SummaryThe 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 LocationOnsite (Client Location) New York

Job Description: Expectations from this role:
1. Works closely with the Manager/Group Manager to achieve quantitative and qualitative SLAs and KPIs for the team.
2. Focuses on planning and execution to ensure quality improvement, turnaround time and overall process efficiency.
3. Identifies process gaps and collaborates with the client to formulate solutions for the same.
4. Regularly interacts with the Quality team to ensure real time action in cases of quality defects.
5. Leads corrective and preventive action plans for various transactions and owns them.
6. Ensures that leads are informed on all process and business updates; and the relevant information is cascaded to associates in every team to ensure transparent communication.
7. Set clear team goals and transparent objectives on what the team is working towards to ensure clarity.Typical performance measures:
22. 100% Adherence to quality standards, process and SLA's
23. Number of issues resolved and tasks completed
24. Number of non-compliance issues with respect to SOP
25. Zero/No Client Escalations
26. Percent of completion of all mandatory training requirements
27. Percent of QC and QA scores
28. RCA and Corrective Action Plans
29. Daily/weekly performance reporting
30. Number of high-quality RCA and QA output
31. Guides and mentors the junior associates.
32. Swift turnaround time for response and resolution
33. Update SOPs and job aids on a weekly basis
34. Delegate tasks and set deadlines for the teamPerformance Areas:
1. Operations: Ensure team handles the work received and adheres to SLAs
2. Quality: Responsible for creating quality plans and implementing quality management function
3. Communication:
Responsible for reporting and communicating with client and internal team members.
Communicates with clients daily and provides status update, obtains feedback and acts immediately on any issues highlighted.
Provides status update to the respective stakeholders and within the team
Shares performance reports to the client at the end of every month on team output and productivity.
4. Process/efficiency Improvement: Proactively identify opportunities to increase service levels and mitigate any issues in delivery within the function or across functions. Take accountability for overall productivity efforts within the function, including coordination of function specific tasks.
5. Training: On time completion of all mandatory training requirements of organization and customer. Provide on floor training and one on one mentorship for new joiners. Complete certification of respective career paths.
6. Performance Management: Update FAST Goals in NorthStar, track, report and seek continuous feedback from peers and manager. Set goals for team members and mentees and provide feedback.
7. Escalation: Escalate problems to appropriate individuals/support team based on established guidelines and procedures.
8. Monitoring: Monitors progress of requests for support and ensures users and other interested parties are kept informed.
9. Process Adherence: Thorough understanding of organization and customer defined process. Consult with mentor when in doubt. Adherence to defined processes. Adhere to organization' s policies and business conduct.
10. Manage knowledge: Consume project related documents, share point, libraries and client universities
11. Issue Resolution:
Identifies, analyses and solves the incidents/transactions.
Perform root cause analysis to find corrective and preventive actions after every major incident and escalations. Work closely with team members to solve customer problems.
Understand agent's problems and weaknesses and address
12. Release: Adhere to release management process
13. Team management:
Set expectations; manage performance of team and individuals.
Provide regular feedback.
Coach team towards operational excellence.
Recognize high performing talents in the team and reward them.
14. Mentoring:
Guide new team members in understanding customer infrastructure and processes.
Mentoring and providing guidance to the peers and junior associates.
Assist new team members to understand the customer environment.
15. Management: Able to make decisions on any matters relating to improving revenue generation and customer satisfaction with regards to call handling and call center processes.
Skill Examples:
1. Customer Focus: Focus on providing a prompt and efficient service to customers; goes out of the way to ensure that individual customer needs are met.
2. Attention to detail to ensure metrics, quality and production output and reporting is accurate
3. Team Work: Respect others and work well within the team.
4. Communication: Speak clearly and write in a clear and concise manner. Uses appropriate style and language for communication (Data)
5. Communication: Speaks in an accent neutral manner or with the accent required for the process, with good vocabulary and grammar skills. Writes clearly (Voice)
6. Analysis and Decision Making: Makes judicious and fair decisions after examining all relevant information and making clear assumptions
7. Team Coaching and Leadership: Lead the team by example. Guide and support the team towards the achievement of goals.
8. Coaches and guides lead's in managing outcomes and expectations well.
9. Manage and facilitate aspirations and skill development for team.
10. Proactive in avoiding or resolving conflicts.
11. Planning skills: Translate business objectives into functional activities. Set goals and processes and organize resources to ensure that the desired results are met.
12. Excellent communication and leadership skills.
13. Organizational and time management skills.
14. Assistant Manager - Operations, Training, Quality, MIS, Process Excellence
15. Leadership role with span of up to 60 FTEKnowledge Examples:
20. Familiar with Windows Operating Systems, MS Office
21. Excellent English comprehension reading, writing and speaking
22. Domain knowledge based on process (healthcare, banking, investment, F&A, retail, customer support etc)
23. Expertise with process knowledge and guidelines
24. Expertise in work allocation and intake functions
25. Expertise in MS Excel
26. Expertise with quality control processes including pare to analysis and root cause analysis
27. Typing speed with 15WPM and 80% accuracy [Voice}
28. Typing speed with 30WPM and 95% accuracy [Data]
29. Experience level 9 to 12 years

Comments for Suppliers: Job Title-Application Support Lead
Client-Apollo




Mandatory Areas
Must Have Skills
Application Support
Stakeholder Management
ITIL