Note: The job is a remote job and is open to candidates in USA. Tekgence Inc is seeking a Lead Support Analyst to oversee application support for mission-critical scheduling platforms used in global media operations. The role leads Application Support Analysts, manages incidents, problems, changes, system maintenance, monitoring, reporting, stakeholder and vendor coordination, and continuous improvement.
Responsibilities
- Lead a global team of Application Support Analysts responsible for supporting and maintaining multiple high-impact scheduling and corporate applications
- Prioritize and coordinate assignments for issues impacting mission-critical systems across regions and time zones
- Mentor, coach, and cross-train team members to enhance technical expertise and ensure consistent service delivery standards
- Oversee incident and problem management processes for assigned applications, ensuring timely triage, resolution, and communication for production issues
- Troubleshoot application issues, identify immediate remediation steps, determine root causes, and coordinate long-term corrective actions
- Manage change control activities, including database updates, configuration changes, and off-hours deployments in collaboration with global IT teams
- Ensure compliance with ITIL best practices for Incident, Problem, and Change Management
- Ensure optimal performance and reliability of mission-critical systems supporting content scheduling, broadcast operations, and enterprise functions
- Perform routine maintenance, upgrades, and operational tasks during scheduled off-hours as needed
- Support testing activities including functional, regression, integration, and user acceptance testing (UAT) for application changes and releases
- Define and implement enterprise monitoring strategies to proactively identify and respond to developing issues
- Develop dashboards and executive-level reporting, including ticket burndown charts, system performance metrics, and team performance indicators
- Identify and deliver process improvements, automation opportunities, and self-service reporting tools to reduce manual and ad hoc requests
- Analyze recurring issues and recommend long-term process or technology improvements
- Collaborate closely with Corporate IT teams, business units, and end users to align application support activities with organizational priorities
- Develop and maintain strong relationships with software and hardware vendors, managed service providers, and third-party partners
- Stay informed about application roadmaps, upcoming enhancements, and industry trends relevant to enterprise media systems
- Provide on-call support on a rotational basis, including nights, weekends, or alternate shift schedules
- Support special projects and other tasks as assigned by IT leadership
Skills
- Experience with Operative's Integrated Broadcast Management System (IBMS), or MediaGenix's WHATSOn or other distribution and scheduling software is a mandatory requirement for this role
- Experience leading a team of Application Support Analysts
- Working knowledge of the Windows operating environment
- Competency in relational database structures, particularly SQL and Oracle PL\•SQL
- Experience in Service Desk environments and IT ticket resolution workflows
- Experience with Service Now, Jira or other ticket management software
- Experience with process documentation and process documentation tools (such as PowerPoint and Visio)
- Undergraduate Degree, required
- Excellent analytical, communication (both verbal and written), facilitation/organizational skills
- Very strong results with people and thought leadership skills
- Strategic, innovative thinking and vision
- Strong business acumen
- Excellent analytical skills
- Solid understanding of technology
- Excellent organizational skills with particular attention to detail
- Ability to work independently in a fast-paced environment
- Ability to learn new skills and concepts quickly
- Experience in the Media industry is a plus
- Experience with enterprise reporting environments such as Business Objects, Crystal reports a plus
Benefits
- Remote work is permitted from the USA, provided the resource can work Eastern or Pacific Time Zone hours.
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