Lead innovation and continuous improvement initiatives across AMS L1 & L2 Production Support teams
Drive operational excellence by reducing incidents, improving SLA adherence, lowering MTTR, and minimizing operational noise
Embed automation, standardization, and shift‑left practices into day‑to‑day AMS operations
Champion adoption of digital and automation solutions such as ServiceNow ITOM, RPA, and intelligent automation
Establish Lean / Six Sigma–driven, data‑led improvement frameworks aligned with ITIL/ITSM best practices
Track and improve key operational KPIs including SLA compliance, incident backlog, MTTR, and automation coverage
Act as a customer‑facing leader, partnering with application, engineering, DevOps, and business stakeholders
Coach and mentor L1/L2 teams to build an innovation‑led, problem‑solving culture
Lead change management to ensure smooth adoption of current processes, tools, and technologies
Deliver measurable, sustained improvements on the production floor through a run‑focused, outcome‑driven approach

📌 Process Improvement Manager (India)
🏢 Ensono
📍 India