Application Support (Onsite Service Lead)

need locals only

Description - Application Support (Onsite Service Lead)

Location - NYC New York (Onsite)

Long Term Contract

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.

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