Application Support (Onsite Service Lead)

UST; New York (NY); Sur place; USD 96 000 - 144 000; Plein temps

Avantages offerts par ce poste

Paid vacation

Paid sick leave

Paid holidays

401(k) with employer matching

Medical, dental, and vision insurance

HSA and FSA options

Résumé du poste

UST is seeking an Applications Support Onsite Service Lead in New York, NY to ensure smooth service delivery, SLA adherence, and coordination between onsite and offshore teams. You will act as SPOC for client stakeholders and drive incident, change, and problem management processes.

The role requires 8–12 years in Application/Production Support, solid ITIL knowledge, and experience with ServiceNow/Jira. Strong analytical and communication skills are essential in this onsite role with

Qualifications

• 8–12 years in Application/Production Support or similar.
• Strong ITIL process knowledge and stakeholder management experience.
• Experience working in an onsite-offshore delivery model.
• Proficiency with tools like ServiceNow and Jira.
• Strong analytical and communication skills.

Responsabilités

• Serve as the single point of contact for client stakeholders and ensure SLA/KPI adherence.
• Coordinate with offshore teams for issue resolution and governance calls.
• Lead RCA for critical incidents and manage escalations and deployments.

Connaissances

Stakeholder Management

ITIL

Onsite-Offshore model

ServiceNow

Jira

Analytical & Communication Skills

Outils

ServiceNow

Jira

Description du poste

Role description

Application Support (Onsite Service Lead)

The Role

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.

What You'll Do

• 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.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What You Need

• 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.

Location & Compensation

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: New York, NY

Compensation Range:

$96,000-$144,000

Who We Are

Since 1999, UST has worked side by side with the world's best companies to make a powerful impact through transformation. Headquartered in the United States, UST is powered by technology, driven by AI, inspired by people, and led by our purpose, we partner with our clients from design to operation. Our AI-driven digital solutions, proprietary platforms, engineering, R&D, products, and innovation ecosystem turn core challenges into impactful, disruptive business outcomes. With deep industry knowledge and a future-ready mindset, we infuse expertise, innovation, and agility into our clients' organizations-delivering measurable value and positive lasting change for them, their customers, and communities around the world. Together, with 30,000+ employees in 30+ countries, we build for boundless impact-touching billions of lives in the process. Visit us at .

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company's 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and "fair chance" ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

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#CB

#LI-VK1

Skills

Stakeholder Management, Service Level Management, ITIL

Benefits

Compensation range: $ 96,000.00 to 144,000.00 per year