Stratacent is seeking for Operation Lead, who will be responsible for overseeing and managing a diverse team of 40+ professionals across the USA and India. The primary focus will be to ensure the smooth operation of our clients Application Support department, encompassing both L1 and L2 support staff, and will play a pivotal role in maintaining clients' satisfaction by providing exceptional support and solutions to their application-related issues.



Responsibilities:



Team Leadership and Management:



Supervise and lead a team of 40 application support professionals across multiple locations.



Provide mentorship, training, and career development opportunities to team members.



Foster a positive and collaborative work environment that encourages innovation and problem-solving.



Run a 24*7 shop along with On-Call and vacation rotation.



Operational Excellence:



Ensure efficient and effective day-to-day operations of the Application Support team.



Define and implement best practices, processes, and workflows to optimize support activities.



Monitor key performance indicators (KPIs) and Key Risk Indicators (KRIs) to track team performance and service quality.



Issue Resolution and Escalation:



Oversee the timely resolution of customer-reported application issues, serving as a point of escalation for complex problems.



Collaborate with cross-functional teams to identify root causes and implement permanent solutions.



Be the tertiary point of contact in the event of escalations.



Client Communication:



Establish and maintain strong relationships with clients to understand their needs and expectations.



Communicate service updates, issue resolutions, and improvements to clients in a clear and professional manner.



Create and present a monthly governance deck on the state of operations.



Resource Allocation and Planning:



Manage resource allocation across different time zones and geographies to ensure 24/7 support coverage.



Develop staffing plans, including hiring and onboarding, to meet departmental goals.



Continuous Improvement:



Drive continuous improvement initiatives within the Application Support team to enhance efficiency and customer satisfaction.



Stay up to date with industry trends and emerging technologies to recommend improvements to existing systems and processes.



Qualifications:



Proven experience in managing a large team of L1 and L2 application support professionals.



Strong technical background with expertise in troubleshooting and resolving complex application issues.



Excellent leadership, communication, and interpersonal skills.



Ability to work collaboratively across time zones and cultures.



Experience with ITIL or similar IT service management frameworks is a plus.



Bachelor's degree in Computer Science, Information Technology, or a related field; Master's degree preferred.



About Us:



Stratacent is an IT Consulting and Services firm, headquartered in Jersey City, NJ, with two global delivery centres in New York City area and New Delhi area plus offices in London, Canada and Pune, India.



We are a leading IT services provider focusing in Financial Services, Insurance, Healthcare and Life Sciences. We help our customers in their digital transformation journey and provides services/ solutions around Cloud Services, Data and Analytics, Automation, Application Development, Service Management and Cyber Security.



We have partnerships with SAS, Automation Anywhere, Snowflake, Azure, AWS, GCP and BMC.



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Benefits:



Health Insurance



Vision Plan



Dental Plan



Health Saving Account (HAS)



Paid Time Off and Vacations



401K Plan



Continuous Learning Program



Stratacent is an equal opportunity employer. As such, to the extent defined by federal, state, and municipal law, Stratacent will not discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, age, sex, national origin, ancestry, handicap, or any other factor protected by law.