Program Manager

Bengaluru, Karnataka

Job Summary

The AMS Manager owns end-to-end Application Management Services across the full Order Management System (OMS) platform landscape, acting as the single point of accountability for incident, problem, and change management. The role bridges L1/L2 support operations with L3 engineering, drives adherence to the Zero-Critical-Incident Release Framework, and is the primary escalation owner for major incidents impacting the client's order management ecosystem.

Key Responsibilities

Incident & Problem Management

Own P1–P4 incident classification, escalation, and resolution across all platforms per the Major Incident Communication Plan.

Drive root cause analysis and problem management for recurring issues, partnering with L3 engineering SMEs.

Ensure runbooks, rollback procedures, and escalation ladders are current and executed correctly during incidents.
Release & Change Governance

Own Gate 4/5 of the five-gate release lifecycle: go-live monitoring and post-release stability.

Participate in Go/No-Go decisions, applying risk-tiering criteria and DORA metrics.

Coordinate change windows across all in-scope OMS platforms to avoid conflicting releases.
Team & Operations Leadership

Lead L1 triage and L2 platform support leads; manage staffing, shift coverage, and skill development.

Own SLA/OLA performance and report against contracted service levels to client stakeholders.

Drive continuous improvement initiatives:



observability adoption, AI tooling for support/triage, and automation of L1/L2 tasks.
Stakeholder Management

Serve as the AMS escalation point of contact for client stakeholders on live-service matters.

Provide regular service health reporting: incident trends, SLA compliance, and improvement roadmap progress.

Represent AMS in strategic partnership reviews and release governance forums.

Skill Requirements

12–15+ years in IT service delivery/AMS, with at least 5 years managing multi-platform application support in a large enterprise landscape.

Proven experience running ITIL-based incident, problem, and change management at scale.

Strong stakeholder management experience with enterprise retail or supply chain clients; large-scale retail OMS exposure strongly preferred.

Working knowledge of observability tooling (OpenTelemetry, distributed tracing) and DORA metrics.

Experience managing distributed/matrixed teams spanning L1 through L3 support tiers.

Familiarity with order management platforms and integration patterns (OMS, ERP, POS integrations) is a solid plus.

Other Requirements

Zero critical (P1) incidents attributable to release failures.

SLA/OLA compliance agreed contractual thresholds across all platforms.

Reduction in Mean Time to Resolution (MTTR) and repeat-incident rate quarter over quarter.

Successful execution of Go/No-Go governance with no unauthorized emergency changes.

📌 Program Manager (India)
🏢 HCLTech
📍 India