Need NY Local || Application Support Service Lead || Newyork city, NY (4 days Onsite in a week)

Must Have Skills

Stakeholder Management
Jira
ITIL processing

Job Description

Application Support (Onsite Service Lead)

Role Summary

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.

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

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

Thanks & Regards,

Rahul Kumar

Sr. Technical Recruiter

SPAR Information Systems

(a E-verify Company )

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