Lead Support Analyst / Lead Application Support Analyst

Job Title : Lead Support Analyst / Lead Application Support Analyst

Location : Remote is ok from USA but Resource must be able to work Eastern or Pacific Time Zone hours

Client: TCS

Rate: $40/hr on W2


Positions: 2


JD:

Role: Lead Support Analyst

Skills: IT Service Management Consulting~Broadcast Ad Sales Operations (TV & Radio)~Incident Management~Leadership~Database Technology

Experience Required: 6-8 Years

MUST HAVE SKILLS: Integrated Broadcast Management System (IBMS), or MediaGenix Platform knowledge, ITSM, SQL, Reporting

Role Descriptions:

Lead a global team of Application Support Analysts to ensure operational continuity.

Oversee incident and problem management processes for critical applications.

Collaborate with IT operations and business stakeholders to align support activities.

Implement monitoring strategies and develop performance metrics.

Provide on-call support and manage change control activities.

Essential Skills: Experience with Service Now or Jira for ticket management is beneficial.

Knowledge of enterprise reporting environments like Business Objects or Crystal Reports is a plus.

Familiarity with ITIL best practices enhances the candidate's profile.

Strong business acumen and innovative thinking are advantageous.

Experience in mentoring and coaching team members is a valuable asset.

Experience with Operatives Integrated Broadcast Management System (IBMS) or similar scheduling software is essential.

Strong analytical and communication skills are required for effective stakeholder management.

Proficiency in SQL and Oracle PL*SQL is necessary for database-related tasks.

Familiarity with IT ticket resolution workflows is crucial for managing incidents.

A background in the media industry is a significant advantage.