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Team Lead, IT Application Production Support

New York, NY, US • Posted 7 hours ago • Updated 7 hours ago

Contract W2

9 Months

No Travel Required

On-site

Depends on Experience

Fitment

Dice Job Match Score™

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Job Details

Skills

Application Support
Confluence
IT Service Management
ITIL
Team Leadership
Technical Support
Incident Management
Dynatrace

Summary

Title: Team Lead, IT Application Production Support

Location: New York, NY

Position Type: 9 months Contract to hire

Job Description:

Support Analysts and providing guidance in their tasks to ensure team adhere to the processes and meet SLAs & KPIs.
Experience with monitoring servers, using tools like Dynatrace, SCOM.
Experience with Performance & Capacity Uplift
Team Management: Supervise a team of IT support technicians, providing direction, organizing training and mentoring to develop skills and expertise.
Incident Management: Secure resolution of IT incidents with set SLA, including troubleshooting, root cause analysis, and implementing fixes or workarounds to prevent future occurrences.
Problem Management: Identifying and addressing the root causes of recurring IT issues, working with other teams to implement long-term solutions and prevent future problems.
Communication: Serving as a liaison between the IT support team, other departments, and stakeholders, ensuring that IT-related issues are clearly communicated and that expectations are managed.
Process Improvement: Continuously evaluating and refining IT support processes, procedures, and workflows to optimize efficiency, effectiveness, and customer satisfaction.
Budgeting and Resource Allocation: Manage APS team''s budget, resources, and vendors, ensuring that the team has the necessary tools, equipment, and expertise to perform their duties.
Reporting and Metrics: Developing and tracking key performance indicators (KPIs) to measure the team''s performance, including metrics such as first-call resolution rates, mean time to resolve (MTTR), and customer satisfaction.

What is required for you to succeed?

Must Have

Bachelor of Technology in IT or equivalent.
Strong experience on IT Service management tools – ServiceNow /Remedy & Confluence/JIRA
Strong knowledge of ITIL Processes
7+ Years of Experience in Technical Application Support Role
Efficient on ITSM, Understanding of Organization Procedures
Working with Remediation
Problem-solving & Critical thinking

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10482237
Position Id: 9035260
Posted 7 hours ago

Contact the job poster

Mohammed Ghouse

Recruiter @ Strivector

View Profile

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