Service Lead – Production Support & Incident Management

WB Solutions LLC; New York (NY); Hybrid; USD 140,000 - 170,000; Full time

Job summary

WB Solutions LLC is seeking a hands-on Service Lead to oversee production support and incident management for critical web applications in a hybrid New York setting.

You will lead offshore teams, own incident management and RCA processes, and drive continuous service improvement with a strong focus on SLA compliance and stakeholder communication.

Qualifications

• 10-15 years IT experience with production support and service management.
• Offshore team leadership experience.
• Hands-on support for enterprise web apps in production environments.
• Strong incident management leadership incl. major incidents.
• Experience with RCA, problem management and change management.
• Familiarity with ITIL practices and ticketing platforms like ServiceNow.

Responsibilities

• Lead end-to-end production support for customer-facing and internal web apps.
• Own SLA, availability, incident response and resolution timelines.
• Act as primary contact for business stakeholders and leadership teams.
• Drive continuous service improvement for stability and user experience.
• Lead Major Incident Management with bridge calls and communications.

Skills

ITIL

Incident Mgmt

Offshore Leadership

Stakeholder Mgmt

Production Support

RCA & Change

CAB Involvement

Web Applications

ServiceNow

Communication

Tools

ServiceNow

Splunk

Grafana

AppDynamics

Dynatrace

Job description

We have an Urgent requirement for a Service Lead – Production Support & Incident Management at New York City, NY (Hybrid) Long-Term Contract.

Role: Service Lead – Production Support & Incident Management

Location: New York City, NY (Hybrid – 3 Days/Week Onsite)

Position Summary:

We are seeking an experienced Service Lead to oversee production support operations for business-critical web applications. The ideal candidate will bring a combination of leadership, operational excellence, and hands-on technical expertise in production support, incident management, and service governance. This role requires close collaboration with onsite stakeholders while leading offshore support teams to ensure service stability, rapid incident resolution, and continuous operational improvement.

Primary Focus:

Service Leadership, Offshore Team Management, Production Support, Incident Management, Web Applications.

Key Responsibilities:

Service & Operational Leadership:

• Lead and manage end-to-end production support services for customer-facing and internal web applications.
• Own service delivery metrics including SLA compliance, availability, incident response, and resolution timelines.
• Act as the primary point of contact for business stakeholders and customer leadership teams.
• Drive continuous service improvement initiatives to enhance stability, performance, and user experience.

Incident & Problem Management:

• Lead Major Incident Management processes, including bridge calls, stakeholder communication, escalation management, and service restoration.
• Conduct Root Cause Analysis (RCA) and ensure implementation of corrective and preventive actions.
• Manage Problem Management activities and maintain known error repositories.
• Monitor service trends and proactively identify operational risks.

Offshore Team Leadership:

• Lead, mentor, and manage offshore application support teams.
• Coordinate workload distribution, shift coverage, and follow-the-sun support models.
• Establish operational best practices and ensure adherence to support processes and governance standards.
• Drive team performance, knowledge management, and capability development.

Production Support & Application Management:

• Provide hands-on support for web-based applications in production environments.
• Troubleshoot application, middleware, integration, and performance-related issues.
• Collaborate with development, infrastructure, and business teams to resolve complex production issues.
• Support deployments, releases, and change management activities.

Service Governance & Reporting:

• Own Incident, Problem, and Change Management processes.
• Prepare operational dashboards and executive reports covering service health, SLA performance, MTTR, and incident trends.
• Participate in CAB reviews and operational governance forums.
• Ensure compliance with ITIL-based service management practices.

Required Skills & Experience:

• 10-15 years of IT experience with a strong focus on Production Support and Service Management.
• Proven experience leading offshore support teams.
• Hands-on experience supporting enterprise web applications in production environments.
• Strong Incident Management and Major Incident leadership experience.
• Experience in Problem Management, RCA, and Change Management processes.
• Knowledge of ITIL Service Management practices.
• Experience with ticketing platforms such as ServiceNow or equivalent.
• Strong stakeholder management and communication skills.

Preferred Qualifications:

• Experience in Banking, Financial Services, Insurance, or other highly regulated industries.
• Exposure to monitoring and observability tools such as Splunk, Grafana, AppDynamics, Dynatrace, or similar.
• Experience working in global delivery and hybrid onsite/offshore support models.

The ideal candidate is a hands-on Service Lead who can effectively balance customer-facing leadership responsibilities with operational ownership, while managing offshore support teams and ensuring high availability of critical web applications.

Work Model: Hybrid (3 Days/Week Onsite in New York)