Role - Application Support (Onsite Service Lead)(23937-1)
Location 3 Days Onsite (Client Location) New York
Duration- 6-12+ Months Contract
Note: In-person interview is required.

Mandatory Areas
Must Have Skills
Application/ Production Support
Lead experience
Strong comms skill

Good To have Skill-

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/Jir