LanceSoft, Inc. ยท 8 hours ago
Application Support Lead (ITIL Certified)
United States
Contract
Remote
Senior Level, Lead/Staff
10+ years exp
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Hiring Manager
Satyam Khare
Insider Connection @LanceSoft, Inc.
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Responsibilities
Provide end-to-end support for business-critical applications, troubleshooting issues to ensure continuity of service.
Enforce and monitor Service Level Agreements (SLAs), ensuring alignment with organizational needs and objectives.
Utilize ITIL service management principles manage and resolve incidents, requests, and problem tickets within defined service standards.
Lead application support team in prioritizing tasks, managing multiple deadlines, and balancing conflicting priorities effectively.
Develop and maintain strong relationships with key stakeholders, including technical teams, business leaders, and end users, to drive collaborative problem-solving and proactive support.
Create and troubleshoot SQL queries, manage database interactions, and apply PowerShell scripting to enhance support capabilities.
Leverage expertise in ServiceNow for ticket management, reporting, and analysis to ensure effective incident resolution and improved service delivery.
Manage application support within Microsoft Azure (PaaS and IaaS), including virtual machines, databases, and networking components.
Apply knowledge of containerized applications and modern identity principles (OpenID, OAuth 2.0, SAML, MFA) to support secure and scalable solutions.
Qualification
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Required
Minimum 10 years in IT with progressive leadership responsibilities, with a focus on application support and service management.
Proficiency in SQL and PowerShell for efficient query handling and automation.
Hands-on experience with Microsoft Azure environments, including both PaaS and IaaS.
Familiarity with container architecture, including Docker and Kubernetes.
Solid understanding of identity management and security protocols such as OpenID, OAuth 2.0, SAML, and MFA.
Extensive ITIL ticket management experience, ideally with certifications in ITIL practices.
ServiceNow experience for managing, tracking, and reporting on support tickets.
Exceptional written and verbal communication skills, with the ability to translate technical issues for diverse audiences.
Create, review, and update knowledge base articles, SOPs, and other support documentation to improve team and user understanding.
Aligns support functions with business strategy, anticipating future needs and planning for enhanced service delivery.
Confidently makes data-driven decisions in high-stakes scenarios to minimize downtime and optimize application performance.
Coaches and guides team members, fostering skill development and supporting career growth within the team.
Promotes collaboration across departments, establishing cohesive and effective support processes.
Ensures end-user satisfaction by driving improvements in service delivery and responsiveness.
Communicates persuasively to engage technical and non-technical stakeholders, ensuring alignment and transparency.
Identifies and mitigates risks to service quality, data integrity, and security, ensuring compliance with audit industry standards such as Service Organization Control (SOC).
Encourages feedback, reviews service metrics, and adopts best practices to boost team efficiency and support quality.
Displays empathy and understanding in managing escalations and team dynamics, fostering a positive and supportive work environment.
Company
LanceSoft, Inc.
Established in 2000, LanceSoft is a Certified MBE and Woman-Owned organization, and a pioneer in providing premium end-to-end Global Workforce Solutions and IT Services to diverse clients across various domains.
1,001-5,000 employees
H1B Sponsorship
LanceSoft, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (20)
2022 (22)
2021 (46)
2020 (69)
Funding
Current Stage
Late StageLeadership Team
Ram Karuppusamy
Chairman & CEO
Simon Dealy
Chief Financial Officer
Company data provided by crunchbase
