Mphasis
Website:
mphasis.com
Job details:
Application Maintenance Service (AMS) & Production Services Leadership
Location : Chennai & Bangalore
Experience : 12+ Yrs
Key Responsibilities
- Lead and manage AMS and Production Services teams within Corporate Systems, including onshore and offshore captive teams
- Own end‑to‑end application maintenance and production support for Legal and Corporate Systems applications
- Establish and govern ITIL‑based service operating models, including:
- Incident, Problem, Change, Release, and Service Request Management
- Major Incident (P1/P2) management and executive communications
- Root cause analysis, trend analysis, and preventative remediation
- Drive application stability, resilience, App/Server vulnerability remediations and operational risk reduction across the supported portfolio
- Ensure effective support coverage models, on‑call readiness, and escalation procedures aligned to business criticality
- Lead service reviews, production health reviews, and continuous service improvement initiatives
- Ensure strong collaboration between AMS, production support, engineering, and platform teams
Program Governance & Controlled Change
- Establish and run execution cadence (weekly/monthly/quarterly) for AMS, production support, and related initiatives
- Own governance artifacts including status reporting, RAID logs, dependencies, and escalations
- Run identified transformation initiatives within the Enterprise Functions, ensuring minimal production risk
- Ensure tight alignment between application maintenance, production support, and change/release activities
Metrics, Reporting & Operational Insights
- Define and govern AMS and production KPIs, including availability, incident trends, MTTR, change success, and operational risk
- Maintain operational dashboards and scorecards for senior leadership
- Translate service data into clear, executive‑ready insights and recommendations
- Support leadership forums with fact‑based, action‑oriented reporting, especially during escalations
Stakeholder Engagement
- Partner with leaders across Legal, Compliance, Audit, Risk, Real Estate Technology
- Act as the single point of accountability for Application Maintenance Service and production performance
- Serve as a trusted advisor on application health, service risks, and operational trade‑offs
Required Qualifications
- Bachelor’s degree in Business, Engineering, Information Systems, or related field
- 8–12+ years of experience in Application Maintenance Service (AMS), Production Support, IT Operations, or delivery governance
- Proven experience leading internal AMS and production support teams
- Strong background in major incident management, service operations, and ITIL‑based support models
- Experience supporting Legal, Compliance, Audit, Risk, or other regulated corporate functions
- Proven ability to engage with senior and executive leadership, particularly during service incidents
Preferred Qualifications
- ITIL certification (v3 or v4); PMP, SAFe, Agile, Lean, or Six Sigma a plus
- Experience supporting business‑critical, compliance‑sensitive applications
- Strong analytical, problem‑solving, and executive communication skills
- Exposure to legal, compliance, or risk platforms (e.g., OneTrust, Diligent, Purview)
- GenAI exposure in enterprise or corporate systems environments is a plus
Core Skills
- Application Maintenance Service (AMS) leadership
- Production support and operational resilience
- ITIL service management and governance
- Major incident and escalation management
- Cross‑team coordination (engineering, platform, security)
- Metrics‑driven service performance management
- Executive communication and stakeholder influence
- Continuous improvement mindset
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