Join a dynamic Engineering team focused on modernizing systems and implementing innovative technology products. We drive financial performance, accelerate digital businesses, and fuel growth through cutting-edge solutions.

This role involves leading Application Maintenance & Support (AMS) engagements, ensuring operational stability and service excellence across enterprise applications and platforms. You will own end-to-end service delivery, including SLA and KPI management, application availability, and incident resolution.

We are seeking a leader to establish robust support operating models, governance frameworks, and transition strategies. This includes driving major incident management, root cause analysis, and implementing preventive actions. You will manage and mentor support teams, foster capability development, and ensure performance management.

Collaboration is key, working closely with business stakeholders, client leadership, development teams, and cybersecurity. Identifying automation opportunities using AI, AIOps, and DevOps to enhance operational efficiency and reduce support costs is also a critical aspect of this role.

Lead and manage Application Maintenance & Support (AMS) engagements, ensuring operational stability and service excellence. Own end-to-end service delivery, including SLA/KPI management, application availability, incident/problem management, and customer satisfaction. Establish support operating models, governance frameworks, transition strategies, and service management processes for new applications. Drive major incident management, root cause analysis (RCA), problem management, and implement preventive/corrective actions. Manage and mentor L1, L2, and L3 support teams, focusing on workforce planning, capability development, and performance. Collaborate with business stakeholders, client leadership, development, cybersecurity, and infrastructure teams for application reliability. Identify automation opportunities leveraging AI, AIOps, DevOps to improve efficiency and reduce support costs. Monitor service performance, prepare executive dashboards and reports, and conduct governance meetings. Ensure compliance with ITIL best practices, security standards, and regulatory obligations. Support pre-sales activities by defining AMS solutions, creating staffing models, and preparing effort estimates. Lead service improvement initiatives focused on operational excellence and cost optimization. Drive global support delivery models, including 24x7 operations and service transition.

Requires a minimum of 10 years of experience in Application Support, Production Support, AMS, IT Operations, or Service Management. Proven leadership experience managing large-scale production support teams and enterprise application support environments. Strong command of ITIL processes such as Incident, Problem, Change, Release, Service Level, and Knowledge Management. Experience designing and managing support operating models, governance frameworks, and service delivery organizations. Hands-on experience with monitoring, observability, and automation tools like ServiceNow, Dynatrace, AppDynamics, Splunk, Datadog, or Grafana. Exposure to cloud platforms including AWS, Microsoft Azure, and Google Cloud Platform (GCP). Familiarity with AIOps, DevOps, Site Reliability Engineering (SRE), service automation, and intelligent operations. Excellent stakeholder management, client engagement, leadership, communication, and presentation skills. Experience managing global support delivery models and 24x7 support operations is essential. Ability to lead cross-functional teams and drive operational excellence in complex client environments. An ITIL Foundation/Expert certification and cloud certifications are preferred.