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 robust 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 (Bengaluru)
🏢 HCLTech
📍 Bengaluru