Application Support Lead / Service Delivery Analyst
Exl Neo Technologies
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Job Details
Skills
- JD
- Incident Management
- Change Management
- ROOT
- Service Delivery
- Documentation
- Operational Excellence
- User Experience
- IT Service Management
- Application Support
- Workflow Management
- SLA
- Change Request Management
- .NET
- Physical Layer
- Data Link Layer
- React.js
- Web Applications
- Root Cause Analysis
- Generative Artificial Intelligence (AI)
- IT Operations
- DevOps
- Continuous Integration
- Continuous Delivery
- Cloud Computing
- Management
- Computer Science
- Information Technology
- Analytical Skill
- Conflict Resolution
- Problem Solving
- Stakeholder Management
- Production Support
- Team Leadership
- Mentorship
- Continuous Improvement
- ITIL
- ServiceNow
- Microsoft Azure
- Artificial Intelligence
- Manufacturing
- Technical Support
- SANS
- Communication
Summary
Job Description (JD) - Application Support Lead / Service Delivery Analyst
Job Title: Application Support Lead / Service Delivery Analyst
Location: Flexible / Hybrid
Experience: 6+ Years
Role Overview
We are seeking an experienced Application Support professional with a strong background in IT Service Management (ITSM), ServiceNow operations, Manufacturing domain support, and L1/L2 application support for .NET and React-based applications. The ideal candidate should possess excellent incident management, queue management, and stakeholder communication skills, along with a foundational understanding of AI technologies and their application in IT operations.
Key Responsibilities
- Manage day-to-day application support operations for enterprise applications in a Manufacturing environment.
- Handle and resolve L1 and L2 incidents, service requests, and production issues for .NET and React-based applications.
- Monitor and manage ServiceNow queues, ensuring SLA adherence and timely ticket resolution.
- Perform incident, problem, and change management activities in alignment with ITSM best practices.
- Analyze recurring issues, identify root causes, and coordinate with development teams for permanent fixes.
- Work closely with business users, support teams, and technical teams to ensure seamless service delivery.
- Participate in release validation, deployment support, and post-implementation monitoring.
- Prepare operational reports, service metrics, and support documentation.
- Drive continuous service improvement initiatives and operational excellence.
- Leverage AI-based tools and automation opportunities to improve support efficiency and user experience.
Required Skills & Qualifications
Mandatory Skills
- Strong experience in IT Service Management (ITSM) processes.
- Experience supporting applications in the Manufacturing domain.
- Proven experience managing Application Support teams.
- Hands-on experience with ServiceNow ticket handling and workflow management.
- Experience in ServiceNow queue management, ticket prioritization, and SLA monitoring.
- Good understanding of Incident, Problem, Change, and Request Management processes.
- L1/L2 support experience for .NET applications.
- L1/L2 support experience for React-based web applications.
- Strong troubleshooting, root cause analysis, and stakeholder communication skills.
Preferred Skills
- Understanding of AI/Generative AI concepts and their application in IT operations.
- Exposure to AI-powered monitoring, ticket triaging, or support automation tools.
- Knowledge of DevOps practices, CI/CD pipelines, and cloud-based applications.
- Experience working in global support models and managing critical production incidents.
Education
- Bachelor's Degree in Computer Science, Information Technology, Engineering, or related discipline.
Key Competencies
- Customer-focused mindset
- Strong analytical and problem-solving abilities
- Excellent communication and stakeholder management skills
- Ability to work in a fast-paced production support environment
- Team leadership and mentoring capabilities
- Continuous improvement mindset
Nice-to-Have Certifications
- ITIL Foundation/Intermediate
- ServiceNow Certification
- Microsoft Azure Fundamentals (AZ-900)
- AI Fundamentals (AI-900)
Experience Range: 6-12 Years (preferred)
Domain: Manufacturing / Industrial Applications / Enterprise IT Support
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add communication as well
- Dice Id: 91172235
- Position Id: OOJ - 1506-507-1785517323
- Posted 11 hours ago
Company Info
About Exl Neo Technologies
EXL Neo is a leading IT consulting and staffing firm dedicated to delivering innovative technology solutions and connecting businesses with top-tier IT talent for enterprises in India, USA and Canada. Our mission is to empower organizations to thrive in a rapidly evolving digital landscape by providing expert guidance, strategic consulting, and highly skilled professionals tailored to meet the unique needs of each client.
Our Services IT Consulting:
*Strategic IT Planning: We work closely with clients to develop IT strategies that align with their business goals, ensuring technology serves as a catalyst for growth and efficiency. * Technology Implementation: From software development to cloud migration, our experts guide organizations through seamless technology implementations that enhance operational capabilities. * Cybersecurity: Protecting your business from cyber threats is our priority. We offer comprehensive cybersecurity assessments and solutions to safeguard your data and systems. * Digital Transformation: We assist businesses in embracing digital transformation by modernizing their IT infrastructure and adopting emerging technologies such as AI, IoT, and blockchain.
IT Staffing:
* Temporary Staffing: Whether you need to scale up for a project or require specialized skills, we provide highly qualified IT professionals on a temporary basis to meet your needs. * Permanent Placement: We help you find the right talent for your team, ensuring a perfect match in terms of skills, experience, and cultural fit. * Contract-to-Hire: This flexible staffing option allows you to evaluate a candidate's performance and fit within your organization before making a permanent hiring decision. * Executive Search: Our executive search services focus on identifying and recruiting top-level IT leaders who can drive your business forward.
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