Application Support (Onsite Service Lead)

Role - Application Support (Onsite Service Lead)(23937-1)

Location 3 Days Onsite (Client Location) New York

Duration- 6-12+ Months Contract

Note

In-person interview is required.

Mandatory Areas

Must Have Skills

Application/ Production Support

Lead experience

Strong comms skill

Good To have Skill-

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