About this role
Area(s) of responsibility
Required Skills & Experience
- 7–9 years of experience in AMS / Managed Services Delivery
- Proven experience in leading AMS engagements (support + enhancements)
- Strong understanding of ITIL processes (Incident, Problem, Change Management)
- Experience with SLA/KPI management and governance frameworks
- Hands-on experience in ticket management tools (ServiceNow, Jira, Remedy)
- Experience working as Scrum Master / Project Manager in Agile environments
- Strong analytical skills for KPI tracking and service optimization
Preferred Skills
- Certification in Scrum (CSM/PSM) or PMP/Prince2
- Experience in automation and ticket reduction initiatives
- Exposure to DevOps / CI-CD / cloud-based support models
- Knowledge of service delivery dashboards and reporting tools
Soft Skills
- Strong leadership and team management
- Excellent communication and stakeholder management
- Problem-solving and decision-making capabilities
- Ability to work in a fast-paced, SLA-driven environment
Qualifications
- Bachelor’s degree in Computer Science, IT, or related field
- Relevant certifications (ITIL, Agile, PMP) preferred
Nice-to-Have
- Experience managing global delivery models (onsite/offshore)
- Exposure to enterprise AMS engagements (SAP, CRM, ERP, etc.)