About the Job

Position: AMS Support Manager

Location: Gurugram

Role Summary

We are looking for a hands-on AMS Support Manager to lead post-go-live support for a business-critical enterprise implementation. You will own the transition from implementation to steady-state support, drive issue resolution during hypercare, establish operational governance, and ensure long-term service stability. This role requires strong stakeholder management, technical acumen, and the ability to bring structure to a fast-paced, high-pressure environment.

Key Responsibilities

Own end-to-end AMS and post-go-live support, ensuring platform stability, successful hypercare exit, SLA compliance, and long-term operational readiness for a highly SLA driven customer.

Lead and manage the technical team through hypercare and steady-state AMS phases, balancing incident resolution with knowledge transfer from project/implementation teams.

Drive governance and operational excellence define and run ticket triage, escalation matrices, RCA processes, and change control aligned to ITIL/AMS best practices.

Act as the primary escalation point for P1/P2 incidents on critical go-lives, coordinating war-room response with Product, Development, and Customer Success/Implementation teams.

Manage stakeholder relationships with client leadership during and after go-live, including status reporting, risk communication, and expectation-setting during volatile post-launch periods.

Analyze incident trends, identify root causes, and drive product and process improvements

Establish, negotiate, and monitor KPIs and SLAs/OLAs (response time, resolution time, CSAT) with clients, and report against contractual commitments.

Champion the use of AI and automation to reduce ticket volume and MTTR, and to scale support without linear headcount growth.





Act as a coach for the organisation s support teams, fostering a culture of process governance, support functioning, continuous improvement, and calm-under-pressure incident handling.

Must Have

Experience

7+ years of experience in customer support or technical operations, with at least 3 years in working with large enterprise customers globally.

Experience supporting complex enterprise platforms through hypercare and post-go-live stabilization

Strong technical understanding of enterprise platforms, APIs, cloud technologies, and integrations, with the ability to challenge technical decisions and guide escalations.

Experience running SLA/OLA governance and incident management frameworks (ITIL exposure a plus) in a client-facing AMS context.

Hands-on experience with Jira, Jira Service Management, or similar ITSM tooling, including configuring workflows and dashboards for support operations.

Proven track record of implementing AI or automation in customer support workflows.

Experience managing client escalations and executive stakeholders during high-pressure periods (go-live volatility, critical incidents).

Thrives in fast-paced, ambiguous environments; comfortable owning outcomes under pressure with incomplete information.

Other Skills

Executive-level communication able to translate technical incidents into business-risk language for leadership.

Strong analytical and problem-solving skills with the ability to make sound decisions under pressure.





Comfort with accountability for SLA/contractual outcomes, not just team output.

Valuable to Have

Experience or working knowledge of SAP environments (e.g., ECC, S/4HANA), especially where SAP-

integrated platforms are part of the support landscape.

Prior experience specifically in AMS/managed services delivery models (fixed-price, T&M;, or outcome-

based support contracts).

Experience with a platform go-live that was considered high-risk or business-critical able to speak to lessons learned in managing volatility.

Familiarity with ITIL certification or frameworks (Incident, Problem, Change Management).

Exposure to setting up support functions from scratch (post-implementation support model design).

What Will You Get

Growth Path

At Prospecta, your career journey is one of growth and opportunity. Here, depending on your career journey you can either kickstart your career or accelerate your professional development in a dynamic environment. Your success is our priority, and as you demonstrate your abilities and achieve results, youll have the chance to advance into a leadership role.

Were committed to helping you elevate your experience and skillsets, providing you with the tools, support, and opportunities to reach new heights in your career.

Benefits

Competitive salary

Comprehensive health insurance

Generous paid time off

Flexible hybrid working model

Ongoing learning & career development

Onsite work opportunities

Annual company events and workshops

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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