Note: The job is a remote job and is open to candidates in USA. Tekgence Inc is seeking an Application Support Analyst to lead global support operations for business-critical applications in the media domain. The role is responsible for incident, problem, change, and service request management; production support; monitoring; performance management; release coordination; and service-level reporting.
Responsibilities
- Lead and manage a global team of Application Support Analysts to ensure high availability, operational stability, and continuous support of business-critical applications
- Oversee end-to-end application support operations, ensuring timely resolution of incidents, problems, service requests, and production issues
- Drive Incident Management, Problem Management, Change Management, and Service Request Management processes in alignment with ITIL best practices
- Serve as the primary escalation point for critical production issues and ensure rapid restoration of services through effective coordination with cross-functional teams
- Manage 24x7 production support operations, including on-call rotations, major incident management, and business continuity planning
- Collaborate with business stakeholders, IT Operations, Infrastructure, Development, QA, and Vendor teams to align support activities with business objectives
- Develop and implement application monitoring strategies to proactively identify system issues, performance bottlenecks, and service disruptions
- Define, track, and report operational KPIs, SLAs, OLAs, incident trends, service health metrics, and support performance dashboards
- Lead root cause analysis (RCA) sessions for recurring incidents and implement permanent corrective and preventive actions
- Coordinate change management activities, ensuring successful planning, approval, deployment, validation, and rollback of production changes
- Support application release management, production deployments, and post-release validation activities
- Manage application availability, capacity planning, performance tuning, and operational readiness across enterprise environments
- Utilize ServiceNow or Jira to manage incidents, service requests, problem records, change requests, and knowledge management activities
- Monitor application performance, identify service degradation, and coordinate timely resolution with technical teams
Skills
- Experience: 8+ Years
- Candidate must have Media domain experience
Company Overview
Company H1B Sponsorship