What are the responsibilities and job description for the Application Support Analyst - ONSITE position at Sierra Solutions Group?
Job Summary
We are seeking a highly skilled and experienced individual to be the primary point of contact for our client's application support teams across multiple time zones. This role involves managing application support for various business areas, including Ethics & Compliance, Legal, Technical Operations, Finance, and Manufacturing. The ideal candidate will have a strong background in managing IT applications and support teams, excellent leadership skills, and a proven track record of delivering exceptional service.
Primary Responsibilities
- Help support the team in managing overall prioritization between production incidents / problems, service requests, and release management.
- Serve as a point of escalation for customer incidents, ensuring appropriate resources are engaged for timely action and proper follow-up.
- Conduct recurring meetings with business units and the support team to review monthly production releases and support status updates.
- Understand customer pain points, monitor trends and patterns, and advocate for improved customer experience and support processes.
- Evaluate metrics and KPIs to identify trends, analyze data, and make recommendations for improvement.
- Collaborate with other internal and external IT teams to resolve escalated issues and ensure seamless service delivery.
- Proactively monitor incidents and service requests, promptly identifying and addressing issues that impact service delivery or quality.
Education and Experience
