- Application Management Services (AMS) Lead

Location: Bengaluru, Karnataka

Department: IT Operations / Application Support

Reports To: VP - Technology

Employment Type: Full time

About the Role

We are seeking an experienced Application Management Services (AMS) Lead to oversee the end-to-end support, maintenance, and continuous improvement of our enterprise application portfolio. The ideal candidate will have deep expertise in ITILbased service management, incident/problem/change management, SLA governance,

and leading distributed support teams across L2/L3 support tiers.

This role serves as the primary escalation point for production incidents, owns the incident lifecycle from detection to resolution, and ensures contractual SLAs and service quality commitments are consistently met across all AMS engagements.

Key Responsibilities

Service Delivery & Operations Management

- Own the complete incident management lifecycle including detection, triage,

communication, resolution, and root cause analysis (RCA).
- Lead critical incident (P1/P2) war rooms, coordinate with cross-functional teams, and drive timely resolution of high-severity outages.

Education & Experience

- Bachelor's or Master's degree in Computer Science, Information Technology,

Engineering, or related field.
- 10+ years of experience in IT solution management, application support, and/or

IT service management.
- 5+ years in a leadership role managing AMS teams,



service delivery, or production support operations.
- Proven experience managing enterprise-scale AMS engagements with distributed teams (onshore/oXshore).

Technical Skills

- ITIL/ITSM: Deep knowledge and hands-on experience with ITIL-based processes

(Incident, Problem, Change, Release, Service Request Management).
- Application Support: Wide knowledge of business IT applications (ERP, HCM,

Finance, RevTech, CRM, SAP, or similar enterprise platforms).
- Monitoring & Observability: Experience with monitoring tools, dashboards,

alerting systems, and observability platforms.
- Databases: Proficiency in SQL, database troubleshooting, and data analysis for incident investigation.
- Cloud & Infrastructure: Familiarity with cloud platforms (Azure/AWS),

containerization, and infrastructure integration.

Certifications (Preferred)

- ITIL v3/v4 Foundation or higher certification.
- PMP, PRINCE2, or similar project/program management certification.
- Certified Scrum Master (CSM) or Agile certifications.
- Cloud certifications (Azure, AWS, or similar).

Key Performance Indicators (KPIs) for This Role

- SLA Compliance: ≥95% adherence to incident resolution SLAs (P1/P2/P3)
- MTTR Reduction: Year-over-year improvement in Mean Time to Resolve
- Incident Volume: Reduction in repeat incidents through eXective RCA and preventive actions

📌 Application Management Services (AMS) Lead (Bengaluru)
🏢 Quess Global Recruitment Services
📍 Bengaluru