AMS Engineer

Senior AMS Support

Experience: 7+ Years

Location: Hyderabad

Mode: Work From Office

Note: Shortlisting in L1 will require candidates to be present for a mandatory facetoface L2 interview at one of the designated locations: Hyderabad, Bengaluru, or Chennai.

Key Responsibilities:

We are seeking an experienced Shift Lead AMS Application Support to lead a team of 12 offshore support engineers in a 24/7 production support environment. The ideal candidate will be responsible for shift operations, incident management, customer coordination, and ensuring SLA adherence across all support activities.

Experience

5 to 6 years of relevant experience in Application Maintenance & Support (AMS) or Production Support

Prior experience leading or mentoring teams in a 24/7 support model will be a plus

Shift & Work Schedule

Rotational shifts:

6:00 AM 3:00 PM IST

1:00 PM 10:00 PM IST

Weekend support on an occasional basis

Compensatory off (Comp-Off) will be provided

Role requires flexibility based on application criticality and business needs

Technical Skills (Must Have)

PostgreSQL

ServiceNow (Incident, Problem, Change Management)

AWS (basic monitoring and troubleshooting knowledge)

Dynatrace (Grail) monitoring, alerts, and diagnostics

UNIX / Linux

Batch & job monitoring

Production alert monitoring and analysis

Key Responsibilities:

Operational & Support Responsibilities

Lead end-to-end application support operations across assigned shifts

Monitor alerts, jobs, and system health using Dynatrace and other monitoring tools

Analyze, prioritize, and resolve incidents and service requests within defined SLAs

Actively work on ServiceNow tickets (incidents, service requests, problems)

Participate in and manage war room calls during major incidents (P1/P2)

Perform initial impact assessment, troubleshooting, and escalation management

Ensure proper root cause analysis (RCA) and documentation for recurring issues

Leadership & Coordination

Manage and guide a team of 12 offshore support members

Allocate work, track deliverables, and ensure shift coverage

Conduct shift handovers with clear documentation

Mentor team members and ensure adherence to support processes

Ensure compliance with ITIL standards and organizational policies

Customer & Stakeholder Communication

Attend daily stand-up calls with:

Customer stakeholders

Internal support teams

Provide clear, timely, and professional communication during incidents

Prepare and share shift reports, incident summaries, and status updates

Essential Skills

Strong incident management and troubleshooting skills

Excellent verbal and written communication skills

Ability to work in high-pressure, business-critical environments

Strong ownership mentality and proactive approach

Good knowledge of ITIL processes.

Thanks & Regards

Tanaya | Sonata Software Ltd.

Talent Acquisition Specialist

Email : mohana.sritanaya@sonata-software.com

www.sonata-software.com