IT Application Support & Service Delivery Lead

We are seeking an experienced Application Support & Service Delivery Lead to manage and optimize application support operations while ensuring high-quality service delivery across business-critical applications. The role involves leading incident, problem, and change management processes, driving SLA compliance, managing major incidents and escalations, and collaborating with cross-functional teams to ensure application availability and performance.

The ideal candidate will have strong experience in ITIL-based service management, production support, stakeholder management, ServiceNow or similar ticketing tools, and leading support teams in a fast-paced environment. The candidate should be capable of driving continuous service improvement initiatives, reducing recurring incidents, improving MTTR, and ensuring a seamless user experience.

Key Responsibilities:

• Lead Application Support and Service Delivery operations.
• Manage Incident, Problem, and Change Management processes.
• Ensure SLA/KPI compliance and service excellence.
• Handle major incidents, escalations, and RCA activities.
• Drive service improvement and operational efficiency initiatives.
• Coordinate release deployments and HyperCare support.
• Manage stakeholder communication and service governance.
• Lead and mentor support teams while ensuring high customer satisfaction.

Desired Experience:

• 12-14 years of experience in Application Support, Service Delivery, or IT Operations.
• Strong knowledge of ITIL processes and service management frameworks.
• Experience with ServiceNow or similar ITSM tools.
• Proven experience in managing production support environments.
• Excellent communication, leadership, and stakeholder management skills.