AMS Practice Lead

7 days ago

Vadodara, India NeerInfo Solutions Full time

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, CloudFormationDesired 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 cataloguesResponsibilities- Develop service offerings, methodologies, and frameworks for AMS delivery (L1–L3 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

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