Application Support Lead

Position Full time

Application Support Lead

Location

New York City, NY (Onsite)

Duration

FULL TIME

Exp

10+ Years

Job Description

Application operations, incident/problem/service request management

Production monitoring, stabilization, runbooks, RCA and release support

SLA/KPI governance and managed-services delivery

Onsite coordination, customer communication and shift/on-call readiness

Roles & Responsibilities

Lead L1/L2/L3 support operations and production governance

Own major incidents, RCA, problem elimination and service restoration

Maintain runbooks, operational controls and release-readiness checks

Coordinate customer stakeholders and offshore support teams

In addition Support lead should be able to do the following

• Able to work in shifts.
• Play the role of onsite co-Ordinator for offshore
• Able to conduct RCA and provide and Implement solutions as part of L2/L3 Support

Generic Managerial Skills, If any

Customer-facing communication and concise executive reporting Onsite–offshore coordination across distributed teams Structured ownership, prioritization, risk escalation and collaboration Ability to work independently while following enterprise governance and security standards