Senior Application Support Lead – ITIL & ServiceNow

Cynet Systems Inc.

New York (NY)

On-site

USD 114,000 - 125,000

Full time

6 days ago

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Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Plan

Health Savings Account

Disability Insurance

Life and AD&D Insurance

Paid Sick Leave

Supplemental Insurance Plans

Identity Theft Protection

Pet Insurance

Wellness Programs

Employee Assistance Program

Career Development Opportunities

Job summary

Cynet Systems Inc. seeks an Onsite Service Lead in New York to ensure seamless service delivery for client stakeholders. You will own incident, problem and change processes and coordinate with offshore teams to resolve issues.

With 8–12 years in application or production support, you bring ITIL expertise, strong analytical and communication skills, and experience with ServiceNow or Jira. You will lead governance calls, monitor SLA/KPI, and drive continuous improvement.

Qualifications

8–12 years of experience in application or production support
Strong knowledge of ITIL processes
Experience managing stakeholders and working in an onsite-offshore model
Strong analytical and communication skills
Experience with tools such as ServiceNow or Jira

Responsibilities

Serve as the primary contact for client stakeholders and support smooth service delivery
Manage incident, problem, and change processes
Monitor and report on SLA and KPI performance
Coordinate with offshore teams to resolve issues
Lead governance calls and provide status updates
Drive root cause analysis for critical incidents
Manage escalations and high-priority issues
Coordinate releases and deployments
Identify opportunities for automation
Maintain knowledge management practices