Lead Application Support Analyst – Broadcast Media (IBMS / MediaGenix)

Request ID: 101847-1
Title: Lead Application Support Analyst – Broadcast Media (IBMS / MediaGenix)
Locations: Remote (Eastern or Pacific Time Zone hours)
Duration: 06+ Months with Possible Extension.
Pay Range: $40-$46/Hour on W2/C2C (All inclusive)

We are looking for an experienced Lead Application Support Analyst to lead a global application support team responsible for maintaining mission-critical broadcast media applications. The ideal candidate will have hands-on experience with Integrated Broadcast Management System (IBMS) or MediaGenix, strong expertise in IT Service Management (ITSM), Incident Management, SQL, and application support within the media or broadcasting industry.

This role requires strong leadership, stakeholder management, and technical troubleshooting skills to ensure high availability, operational excellence, and continuous service improvement.

Key Responsibilities

• Lead and mentor a global team of Application Support Analysts supporting critical broadcast applications.
• Manage end-to-end Incident, Problem, and Change Management processes in accordance with ITIL best practices.
• Ensure timely resolution of production incidents while meeting defined SLAs.
• Collaborate with business stakeholders, IT Operations, infrastructure, and development teams to ensure application stability.
• Monitor application performance, identify recurring issues, and implement preventive solutions.
• Develop and maintain operational dashboards, reports, and support metrics.
• Perform root cause analysis (RCA) and coordinate permanent fixes for production issues.
• Participate in on-call production support and scheduled maintenance activities.
• Support deployment, release management, and change control processes.
• Create and maintain technical documentation, support procedures, and knowledge base articles.
• Drive continuous improvement initiatives to optimize support processes and operational efficiency.

Required Skills

• 6–8 years of experience in Application Support or Production Support.
• Strong experience with Integrated Broadcast Management System (IBMS) or MediaGenix Platform.
• Solid understanding of IT Service Management (ITSM) processes.
• Hands-on experience with Incident Management, Problem Management, and Change Management.
• Strong SQL skills with experience in Oracle PL/SQL and database troubleshooting.
• Experience using ServiceNow or Jira for ticket and incident management.
• Knowledge of enterprise reporting tools such as Business Objects or Crystal Reports.
• Experience implementing monitoring, alerting, and performance reporting solutions.
• Excellent analytical, troubleshooting, and problem-solving abilities.
• Strong communication, leadership, and stakeholder management skills.
• Experience mentoring and coaching support teams.

Preferred Qualifications

• Experience working in the Broadcast, Television, Radio, or Media industry.
• Familiarity with broadcast scheduling and advertising operations.
• ITIL Foundation or higher certification.
• Experience supporting enterprise production environments with high availability requirements.
• Knowledge of automation and operational monitoring tools.

Required Technical Skills

• Integrated Broadcast Management System (IBMS)
• MediaGenix Platform
• IT Service Management (ITSM)
• Incident Management
• Problem Management
• Change Management
• SQL
• Oracle PL/SQL
• ServiceNow
• Jira
• Business Objects
• Crystal Reports
• Database Technologies
• Broadcast Ad Sales Operations
• Application Support
• Production Support
• Leadership & Team Management
• Performance Monitoring
• Stakeholder Management

• Inclusive and diverse work environment
• Opportunities for professional growth and development
• Comprehensive health and wellness benefits