Join our dynamic Engineering team as an Associate Director, focusing on Solution Architecture for Application Maintenance & Support (AMS). You will be instrumental in designing, implementing, and governing robust AMS solutions, ensuring the stability, reliability, and performance of enterprise applications. This role offers the opportunity to drive innovation in critical solutions and enhance financial performance.

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Architect and oversee end-to-end AMS solutions, including L1, L2, and L3 support models for on-premises and cloud environments. Define and implement comprehensive SLA/KPI frameworks, governance structures, and operational processes. Lead application transition programs and optimize ITIL-aligned processes such as Incident, Problem, Change, Release, and Knowledge Management.

Design advanced monitoring, observability, alerting, and automation solutions to boost service quality and reliability. Drive root-cause analysis, continuous service improvement, and operational transformation. Develop scalable staffing and global delivery models, including 24x7 support structures. Support RFP responses, client presentations, and solutioning for AMS opportunities. Foster collaboration across business, development, infrastructure, and cybersecurity teams.

Identify opportunities for automation, AIOps, DevOps, and SRE practices to elevate support efficiency. Deliver operational excellence through proactive service management and reliability engineering initiatives.

A Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related discipline is required. You should possess over 10 years of experience in Application Support, Production Support, Managed Services, or Application Maintenance Services (AMS).

Demonstrated expertise in ITIL Service Management processes, coupled with experience in designing support operating models, governance frameworks, and service delivery structures. Hands-on experience with major cloud platforms like AWS, Azure, or GCP is essential. Strong knowledge of monitoring and automation tools such as Dynatrace, Splunk, Datadog, or ServiceNow is expected.

Proven ability to lead application support transitions and service transformation initiatives, along with knowledge of automation, DevOps, SRE, and AIOps practices. Experience supporting large-scale enterprise applications in global environments is crucial. Excellent stakeholder management, communication, presentation, and problem-solving skills are vital. The ability to lead cross-functional teams and drive operational excellence is key. ITIL and cloud certifications are highly preferred.