AMS Product Lead / AMS Transformation Lead

About the role

What you'll do

• Define and drive the overall AMS product vision, goals, value proposition, roadmap, governance model, and release strategy aligned to business and IT objectives.
• Gather, shape, and prioritize end-to-end functional and operational requirements for the AMS product and translate them into scalable service capabilities and measurable outcomes.
• Design and implement an interactive AMS Control Center and unified operating model to improve service visibility, decision-making, and stakeholder experience.
• Integrate the AMS platform with the broader enterprise application landscape, monitoring systems, ITSM platforms, and workflow tools to enable seamless data flow and operational transparency.
• Lead intelligent incident management initiatives including AI-driven ticket categorization, automated routing, alert correlation, and operational workflows to reduce MTTR and improve response quality.
• Implement observability-led support processes using tools such as Splunk, Datadog, Dynatrace, and AppDynamics to enable real-time monitoring, proactive issue identification, and service performance improvement.
• Drive automation and predictive operations through self-healing workflows, runbook automation, predictive analytics, and reduced manual intervention across support and service management processes.
• Establish and manage SLA, KPI, service quality, reporting, and performance review frameworks to ensure operational excellence and continuous improvement.
• Define the AMS support model, optimize resource allocation, improve utilization, identify skill gaps, and build capability development plans for distributed support teams.
• Introduce agile support practices, structured governance forums, and continuous improvement mechanisms to strengthen service delivery effectiveness and responsiveness.
• Build enterprise-level executive dashboards and holistic AMS reporting covering incidents, trends, risks, costs, capacity, productivity, and support performance.
• Collaborate closely with business stakeholders, delivery teams, architecture teams, vendors, and leadership to ensure successful adoption, scale, and continuous evolution of the AMS product.

What you'll bring

• Exposure to ERP or large enterprise platforms such as Oracle, SAP, or other business-critical application ecosystems.
• ITIL, Agile, Scrum, or service management certifications.
• Experience in AIOps, predictive analytics, or intelligent operations transformation initiatives.
• Experience building reusable assets, accelerators, and automation frameworks in AMS environments
• Experience
• 8–10 years of overall experience in enterprise application support, AMS, managed services, or service transformation roles.
• 2-3 years in a leadership role managing AMS delivery, support transformation, product/service governance, or global support operations.
• Demonstrated experience in leading large-scale AMS transformation initiatives, stakeholder-facing delivery, and service improvement programs.
• Education
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Master’s degree is an advantage.