Lead Support Analyst
Must Have Technical/Functional 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.
- Working knowledge of the Windows operating environment.
- Competency in relational database structures, particularly SQL and Oracle PL*SQL.
- Experience with enterprise reporting environments such as Business Objects, Crystal reports a plus.
Roles & Responsibilities
Position Overview
The Lead Support Analyst plays a critical leadership role within the Scheduling Platforms group, overseeing the support,
stability, and performance of mission-critical scheduling applications used across global media operations. This position
leads a team of Application Support Analysts responsible for ensuring operational continuity for systems that underpin
content creation, broadcast scheduling, and corporate business functions. The Lead Support Analyst partners with IT
operations, business stakeholders, and vendors to maintain reliability, implement best practices, and drive continuous
improvement across the application landscape.
Key Responsibilities
Team Leadership & Operational Oversight
- 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.
Incident, Problem & Change Management
- 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.
System Support & Maintenance
- 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.
Monit oring, Reporting & Continuous Improvement
- 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.
Stakeholder & Vendor Management
- 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.
Additional Responsibilities
- 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.
Generic Managerial Skills, If any
- Experience leading a team of Application Support Analysts
Education: Undergraduate Degree, required.
TCS Employee Benefits Summary
- Discretionary Annual Incentive.
- Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
- Family Support: Maternal & Parental Leaves.
- Insurance Options: Auto & Home Insurance, Identity Theft Protection.
- Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
- Time Off: Vacation, Time Off, Sick Leave & Holidays.
- Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
Salary Range: $100000 - 130000 a year
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