Application Management Services (AMS) Lead

Job Description - Application Management Services (AMS) Lead
Location: Bengaluru, Karnataka
Department: IT Operations / Application Support
Reports To: VP - Technology
Employment Type: Full-time
About the Role
We are seeking an experienced Application Management Services (AMS) Lead to
oversee the end-to-end support, maintenance, and continuous improvement of our
enterprise application portfolio. The ideal candidate will have deep expertise in ITILbased
service management, incident/problem/change management, SLA governance,
and leading distributed support teams across L2/L3 support tiers.
This role serves as the primary escalation point for production incidents, owns the
incident lifecycle from detection to resolution, and ensures contractual SLAs and
service quality commitments are consistently met across all AMS engagements.
Key Responsibilities
Service Delivery & Operations Management
• Own the complete incident management lifecycle including detection, triage,
communication, resolution, and root cause analysis (RCA).
• Lead critical incident (P1/P2) war rooms, coordinate with cross-functional
teams, and drive timely resolution of high-severity outages.
Education & Experience
• Bachelor's or Master's degree in Computer Science, Information Technology,
Engineering, or related field.
• 10+ years of experience in IT solution management, application support, and/or
IT service management.
• 5+ years in a leadership role managing AMS teams, service delivery, or
production support operations.
• Proven experience managing enterprise-scale AMS engagements with
distributed teams (onshore/oXshore).
Technical Skills
• ITIL/ITSM: Deep knowledge and hands-on experience with ITIL-based processes
(Incident, Problem, Change, Release, Service Request Management).
• Application Support: Wide knowledge of business IT applications (ERP, HCM,
Finance, RevTech, CRM, SAP, or similar enterprise platforms).
• Monitoring & Observability: Experience with monitoring tools, dashboards,
alerting systems, and observability platforms.
• Databases: Proficiency in SQL, database troubleshooting, and data analysis for
incident investigation.
• Cloud & Infrastructure: Familiarity with cloud platforms (Azure/AWS),
containerization, and infrastructure integration.
Certifications (Preferred)
• ITIL v3/v4 Foundation or higher certification.
• PMP, PRINCE2, or similar project/program management certification.
• Certified Scrum Master (CSM) or Agile certifications.
• Cloud certifications (Azure, AWS, or similar).
Key Performance Indicators (KPIs) for This Role
• SLA Compliance: ≥95% adherence to incident resolution SLAs (P1/P2/P3)
• MTTR Reduction: Year-over-year improvement in Mean Time to Resolve
• Incident Volume: Reduction in repeat incidents through eXective RCA and
preventive actions

Work arrangement
No