[Remote] Lead Support Analyst

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.

Company Overview

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