Onsite Application Support Lead: SLA & RCA Champion

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

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