Required Technical Skill Set

Deep understanding of ITSM processes: Incident, Problem, Change, Release
Experience with monitoring tools: Dynatrace, Prometheus, Grafana, Splunk, CloudWatch
Experience in Automation & AIOps, CI/CD pipelines, Jenkins
Hands-on experience with cloud platforms like AWS and Azure
Exposure to Microservices, Kubernetes, Docker, Terraform, CloudFormation

Desired Competencies (Must-Have)

Led large AMS engagements; ensuring contract adherence, SLAs, KPIs, transitions, steady-state operations, and continuous improvement
Ability to define metrics, dashboards, and governance processes to monitor performance (SLA, MTTR, cost per ticket, automation coverage)

Desired Competencies (Good-to-Have)

Experience in large-scale digital transformation or managing enterprise application portfolios
Knowledge of pricing strategies and service catalogues

Responsibilities

Develop service offerings, methodologies, and frameworks for AMS delivery (L1L3 support, enhancements, and optimization)
Establish best practices, governance models, and KPIs to ensure consistent and high-quality delivery
Drive innovation and automation within AMS through tools, AI, and process optimization
Oversee end-to-end AMS delivery across multiple clients, ensuring SLAs, KPIs, and contractual obligations are met
Lead root-cause analysis, build strong client relationships, and ensure customer satisfaction
Design AMS solutions, pricing models, and transition plans for new clients
Build competency frameworks and training plans for AMS teams

AMS Practice Lead