Application Support Specialist
1 day ago
We are seeking an experienced Service Delivery Lead to oversee the delivery of application support services to our clients.
The ideal candidate will have a strong understanding of incident management, problem resolution, and production support processes. They will be responsible for ensuring seamless delivery of services, leading root cause analysis sessions, and coordinating with onshore development teams.
- Serves as single point of ownership for Level 3 support issues
- Logs and tracks support issues and vendor tickets
- Maintains offshore support roster, including shift assignments
- Ensures coverage during holidays, weekends, and critical business periods
- Engages with product vendors for escalations, product defects, patches, etc.
- Coodinates with onshore development teams for bug fixes, config issues, or data alterations
- Leads root cause analysis sessions and ensures closure of preventive action items
- Provides timely updates during high-severity incidents
- Coodinates with System PIC for technical impact and recovery timelines
- Conducts code reviews for hotfixes, code changes, and technical implementations
- Validates change artifacts (technical impact analysis, release procedure, test evidence)
- Prepares change requests, risk assessments, and roll-back plans
- Represents changes (bug fixes, hotfixes, configuration changes) in change advisory board meetings
- Coodinates scheduling and communications for production deployments across various teams
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