Gapblue Software Labs Pvt Ltd
Website:
gapblue.com
Job details:
Role Summary
We are seeking an experienced AMS Product Lead to define, implement, and scale an intelligent, automation-led Application Management Services product for enterprise applications. The role will own the end-to-end AMS product vision, service transformation roadmap, operating model, governance, and delivery outcomes, while driving improved service reliability, faster incident resolution, proactive operations, and enterprise-wide visibility through observability, AI/ML, and automation capabilities.
Key Responsibilities
- 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.
Required Skills
- Strong experience in Application Management Services, enterprise application support, or managed services transformation.
- Deep understanding of AMS operating models, service delivery constructs, and ITIL-based processes.
- Experience in incident management, service request management, problem resolution, change coordination, and release planning.
- Strong exposure to observability and monitoring platforms such as Splunk, Datadog, Dynatrace, or AppDynamics.
- Experience with AI/ML-led service management use cases such as ticket categorization, clustering, routing, correlation, or predictive operations.
- Knowledge of workflow automation, runbook automation, RPA, and self-healing support models.
- Experience with ITSM and work management tools such as ServiceNow, Jira, or similar platforms.
- Strong capability in stakeholder management, executive communication, and cross-functional leadership.
- Proven ability to manage distributed or global support teams and drive service quality improvements.
- Strong analytical, problem-solving, governance, and performance management skills.
Preferred Qualifications
- 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.
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