Application Support Lead / Service Delivery Analyst

Job Description (JD) - Application Support Lead / Service Delivery Analyst

Job Title: Application Support Lead / Service Delivery Analyst

Location: Flexible / Hybrid

Experience: 6+ Years

Role Overview

We are seeking an experienced Application Support professional with a strong background in IT Service Management (ITSM), ServiceNow operations, Manufacturing domain support, and L1/L2 application support for .NET and React-based applications. The ideal candidate should possess excellent incident management, queue management, and stakeholder communication skills, along with a foundational understanding of AI technologies and their application in IT operations.

Key Responsibilities

Manage day-to-day application support operations for enterprise applications in a Manufacturing environment.

Handle and resolve L1 and L2 incidents, service requests, and production issues for .NET and React-based applications.

Monitor and manage ServiceNow queues, ensuring SLA adherence and timely ticket resolution.

Perform incident, problem, and change management activities in alignment with ITSM best practices.

Analyze recurring issues, identify root causes, and coordinate with development teams for permanent fixes.

Work closely with business users, support teams, and technical teams to ensure seamless service delivery.

Participate in release validation, deployment support, and post-implementation monitoring.

Prepare operational reports, service metrics, and support documentation.

Drive continuous service improvement initiatives and operational excellence.

Leverage AI-based tools and automation opportunities to improve support efficiency and user experience.

Required Skills & Qualifications

Mandatory Skills

Strong experience in IT Service Management (ITSM) processes.

Experience supporting applications in the Manufacturing domain.

Proven experience managing Application Support teams.

Hands-on experience with ServiceNow ticket handling and workflow management.

Experience in ServiceNow queue management, ticket prioritization, and SLA monitoring.

Good understanding of Incident, Problem, Change, and Request Management processes.

L1/L2 support experience for .NET applications.

L1/L2 support experience for React-based web applications.

Strong troubleshooting, root cause analysis, and stakeholder communication skills.

Preferred Skills

Understanding of AI/Generative AI concepts and their application in IT operations.

Exposure to AI-powered monitoring, ticket triaging, or support automation tools.

Knowledge of DevOps practices, CI/CD pipelines, and cloud-based applications.

Experience working in global support models and managing critical production incidents.

Education

Bachelor's Degree in Computer Science, Information Technology, Engineering, or related discipline.

Key Competencies

Customer-focused mindset

Strong analytical and problem-solving abilities

Excellent communication and stakeholder management skills

Ability to work in a fast-paced production support environment

Team leadership and mentoring capabilities

Continuous improvement mindset

Nice-to-Have Certifications

ITIL Foundation/Intermediate

ServiceNow Certification

Microsoft Azure Fundamentals (AZ-900)

AI Fundamentals (AI-900)

Experience Range: 6-12 Years (preferred)

Domain: Manufacturing / Industrial Applications / Enterprise IT Support

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You said

add communication as well