VeloData Global Pvt Ltd
Website:
velodata.in
Job details:
Job Title: AMS Support Manager
Location: Gurugram
Experience: 7–12 Years
CTC: Up to ₹35 LPA
Key Responsibilities
Lead end-to-end AMS support, ensuring smooth post-go-live stabilization and platform availability.
Manage hypercare activities and transition to steady-state support.
Drive incident, problem, and change management following ITIL best practices.
Act as the primary escalation point for critical (P1/P2) production incidents.
Coordinate with Product, Development, Implementation, and Customer Success teams for issue resolution.
Monitor and improve SLA/KPI performance, including response and resolution times.
Conduct RCA for major incidents and implement preventive measures.
Manage client communication, governance meetings, and executive status reporting.
Configure and monitor support workflows using Jira/Jira Service Management or similar ITSM tools.
Drive automation and AI initiatives to improve support efficiency and reduce ticket volume.
Mentor support teams and promote operational excellence and continuous improvement.
Required Skills & Experience
7+ years of experience in AMS, Technical Support, or Enterprise Application Support.
Minimum 3 years of experience supporting global enterprise customers.
Experience managing hypercare and post-go-live support for enterprise applications.
Strong understanding of APIs, cloud technologies, enterprise platforms, and system integrations.
Hands-on experience with Jira, Jira Service Management, or similar ITSM platforms.
Experience managing SLAs, OLAs, incident management, and client escalations.
Strong stakeholder management and executive communication skills.
Proven experience implementing automation or AI in support operations.
Excellent analytical, troubleshooting, and problem-solving skills.
Click on Apply to know more.
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