IT BPM-Application Support (Onsite Service Lead)

American IT Systems; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

American IT Systems in New York, NY is seeking an Onsite Service Lead for Application Support. The role requires coordinating between client stakeholders, onsite and offshore teams, and ensuring smooth service delivery.

Strong ITIL knowledge and extensive incident/problem/change management experience are essential. Responsibilities include governance calls, RCA for major incidents, and driving improvements in SLA adherence.

Qualifications

• 8-12 years experience in Application/Production Support or related area.
• Strong knowledge of ITIL processes and practices.
• Experience managing stakeholders and client relationships.
• Experience working with onsite-offshore delivery models.
• Strong analytical and communication capabilities.
• Proven ability to communicate with technical and non-technical stakeholders.

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.

Skills

8-12 yrs exp

ITIL knowledge

Stakeholder mgmt

Onsite-offshore model

Analytical skills

Communication skills

Tools

ServiceNow

Jira

Job description

NYC, NY- onsite 4 days a week

IT BPM Manager / Application Support

6+ Months

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.

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

Location: Onsite (Client Location) New York

General Information

Job Description: Expectations from this role:

1. Works closely with the Manager/Group Manager to achieve quantitative and qualitative SLAs and KPIs for the team.


2. Focuses on planning and execution to ensure quality improvement, turnaround time and overall process efficiency.


3. Identifies process gaps and collaborates with the client to formulate solutions for the same.


4. Regularly interacts with the Quality team to ensure real time action in cases of quality defects.


5. Leads corrective and preventive action plans for various transactions and owns them.


6. Ensures that leads are informed on all process and business updates; and the relevant information is cascaded to associates in every team to ensure transparent communication.


7. Set clear team goals and transparent objectives on what the team is working towards to ensure clarity.

Typical performance measures:

• 22. 100% Adherence to quality standards, process and SLA's


• 23. Number of issues resolved and tasks completed


• 24. Number of non-compliance issues with respect to SOP


• 25. Zero/No Client Escalations


• 26. Percent of completion of all mandatory training requirements


• 27. Percent of QC and QA scores


• 28. RCA and Corrective Action Plans


• 29. Daily/weekly performance reporting


• 30. Number of high-quality RCA and QA output


• 31. Guides and mentors the junior associates.


• 32. Swift turnaround time for response and resolution


• 33. Update SOPs and job aids on a weekly basis


• 34. Delegate tasks and set deadlines for the team

Performance Areas:

1. Operations: Ensure team handles the work received and adheres to SLAs


2. Quality: Responsible for creating quality plans and implementing quality management function


3. Communication: Responsible for reporting and communicating with client and internal team members. Communicates with clients daily and provides status update, obtains feedback and acts immediately on any issues highlighted. Provides status update to the respective stakeholders and within the team Shares performance reports to the client at the end of every month on team output and productivity.


4. Process/efficiency Improvement: Proactively identify opportunities to increase service levels and mitigate any issues in delivery within the function or across functions. Take accountability for overall productivity efforts within the function, including coordination of function specific tasks.


5. Training: On time completion of all mandatory training requirements of organization and customer. Provide on floor training and one on one mentorship for new joiners. Complete certification of respective career paths.


6. Performance Management: Update FAST Goals in NorthStar, track, report and seek continuous feedback from peers and manager. Set goals for team members and mentees and provide feedback.


7. Escalation: Escalate problems to appropriate individuals/support team based on established guidelines and procedures.


8. Monitoring: Monitors progress of requests for support and ensures users and other interested parties are kept informed.


9. Process Adherence: Thorough understanding of organization and customer defined process. Consult with mentor when in doubt. Adherence to defined processes. Adhere to organization' s policies and business conduct.


10. Manage knowledge: Consume project related documents, share point, libraries and client universities


11. Issue Resolution: Identifies, analyses and solves the incidents/transactions. Perform root cause analysis to find corrective and preventive actions after every major incident and escalations. Work closely with team members to solve customer problems. Understand agent's problems and weaknesses and address


12. Release: Adhere to release management process


13. Team management: Set expectations; manage performance of team and individuals. Provide regular feedback. Coach team towards operational excellence. Recognize high performing talents in the team and reward them.


14. Mentoring: Guide new team members in understanding customer infrastructure and processes. Mentoring and providing guidance to the peers and junior associates. Assist new team members to understand the customer environment.


15. Management: Able to make decisions on any matters relating to improving revenue generation and customer satisfaction with regards to call handling and call center processes.

Skill Examples:

1. Customer Focus: Focus on providing a prompt and efficient service to customers; goes out of the way to ensure that individual customer needs are met.


2. Attention to detail to ensure metrics, quality and production output and reporting is accurate


3. Team Work: Respect others and work well within the team.


4. Communication: Speak clearly and write in a clear and concise manner. Uses appropriate style and language for communication (Data)


5. Communication: Speaks in an accent neutral manner or with the accent required for the process, with good vocabulary and grammar skills. Writes clearly (Voice)


6. Analysis and Decision Making: Makes judicious and fair decisions after examining all relevant information and making clear assumptions


7. Team Coaching and Leadership: Lead the team by example. Guide and support the team towards the achievement of goals.


8. Coaches and guides lead's in managing outcomes and expectations well.


9. Manage and facilitate aspirations and skill development for team.


10. Proactive in avoiding or resolving conflicts.


11. Planning skills: Translate business objectives into functional activities. Set goals and processes and organize resources to ensure that the desired results are met.


12. Excellent communication and leadership skills.


13. Organizational and time management skills.


14. Assistant Manager - Operations, Training, Quality, MIS, Process Excellence


15. Leadership role with span of up to 60 FTE

Knowledge Examples:

1. 20. Familiar with Windows Operating Systems, MS Office


2. 21. Excellent English comprehension reading, writing and speaking


3. 22. Domain knowledge based on process (healthcare, banking, investment, F&A, retail, customer support etc)


4. 23. Expertise with process knowledge and guidelines


5. 24. Expertise in work allocation and intake functions


6. 25. Expertise with MS Excel


7. 26. Expertise with quality control processes including pare to analysis and root cause analysis


8. 27. Typing speed with 15WPM and 80% accuracy [Voice]


9. 28. Typing speed with 30WPM and 95% accuracy [Data]


10. 29. Experience level 9 to 12 years

Comments for Suppliers:

Job Title-Application Support Lead Client-Apollo Mandatory Areas Must Have Skills Application Support Stakeholder Management ITIL