Dear Candidate,

We are having an opening for D&T; AMS Lead - Application Management Services Pune Kharadi The D&T; AMS Lead supports the effective day-to-day operation of Application Management Services (AMS), with an initial primary focus on the SAP landscape and the potential to support additional enterprise platforms over time.

Reporting to the Head of AMS, the role coordinates operational activities across internal teams and third-party AMS providers, ensuring incidents, service requests, problems, and application support activities are effectively managed in line with agreed service levels and business priorities.

The role acts as a key operational link between the AMS provider, D&T; teams, and business stakeholders, maintaining visibility of service performance, driving timely resolution of issues, and supporting continuous improvement of application support services.

The overall purpose of this role is to:

- Coordinate the day-to-day delivery of AMS services, predominantly across the SAP application landscape.
- Ensure incidents, service requests, problems, and support activities are appropriately prioritized, tracked, escalated, and resolved.
- Monitor AMS provider performance against agreed SLAs, KPIs, and service expectations.
- Act as an operational interface between the AMS provider, internal D&T; teams, and relevant business stakeholders.
- Support problem management and root-cause analysis for recurring or significant application issues.
- Help maintain application stability, service quality, and operational continuity.
- Support ITIL/ITSM processes and adherence to established D&T; governance and service-management standards.
- Contribute to continuous improvement of AMS processes, controls, reporting, and ways of working.
- Support the extension of the AMS operating model to additional enterprise applications and platforms as required..

Working Days: Monday - Friday Job timing: 10 to 7 pm IST

PositionD&T; AMS Lead CorporateQualification

- Bachelor's degree in Information Technology, Computer Science, Engineering, Business Systems, or a related discipline.

Number of post1Office LocationPune KharadiJob TypeFull Time GenderMale/FemaleIndustryITSalaryAs per company normsPrevious Work Experience 5+ years

3 Years AMS, Service Now

Job Responsibilities Customer

- Act as a key day-to-day contact for application support matters between D&T;, the AMS provider, and relevant business teams.




- Maintain clear communication with stakeholders regarding significant incidents, service issues, priorities, and resolution progress.
- Understand business impact and urgency to help ensure support activities are prioritized appropriately.
- Coordinate with SAP COE teams, infrastructure, integration, security, project teams, and other technology functions where cross-functional support is required.
- Support service review meetings with the AMS provider and internal stakeholders.
- Build effective working relationships with business users and technology teams while ensuring issues follow appropriate support and governance processes.
- Escalate significant service risks, recurring issues, or unresolved concerns to the Head of AMS.

People:
- Work closely with AMS provider resources and internal D&T; teams to coordinate daily support activities.
- Provide operational guidance and direction to vendor resources in relation to priorities, escalations, and expected service outcomes.
- Promote effective collaboration and knowledge sharing between internal teams and external service providers.
- Support knowledge transfer and reduction of dependency on individual resources.
- Escalate resource, capability, performance, or capacity concerns to the Head of AMS.
- Demonstrate ownership, discipline, responsiveness, and a solid service-oriented mindset.

Operations:
- Coordinate daily AMS activities across SAP and, over time, other applications within the AMS portfolio.
- Monitor incidents, service requests, problems, and support queues, ensuring appropriate ownership, prioritization, and timely progression.
- Follow up with the AMS provider on outstanding, ageing, high-priority, and business-critical issues.
- Coordinate resolution activities across functional, technical, infrastructure, integration, and other relevant support teams.
- Monitor SLA and KPI performance and highlight service gaps, recurring issues, risks, and areas requiring management attention.




- Support major incident management and ensure appropriate escalation and communication to the Head of AMS.
- Track root-cause analyses and corrective actions for recurring and significant incidents through to closure.
- Support problem, change, release, knowledge, and service-request management in accordance with ITIL/ITSM practices.
- Assist in preparing operational service reviews, performance reports, dashboards, and service improvement actions.
- Ensure support documentation, knowledge articles, operational procedures, and known-error information are maintained.
- Support effective transition of new solutions and changes from projects into BAU/AMS support.
- Identify opportunities to improve service quality, reduce recurring incidents, improve resolution times, and increase operational efficiency.
- Work within established SAP and D&T; governance, security, change-management, and compliance requirements.

Financial Result:
- Support the Head of AMS in monitoring vendor service consumption, resource utilization, and contracted service levels.
- Help validate AMS effort, resource usage, and service reporting where required.
- Identify opportunities to reduce avoidable support effort, recurring incidents, and operational inefficiencies.
- Support appropriate control of AMS activities within agreed contractual and budgetary boundaries.

Escalate potential out-of-scope activities or additional vendor effort before commitments are madeSkills
- Typically, 5+ years of experience in application support, AMS, SAP support, IT service management, or a related technology environment.
- Practical exposure to SAP applications support environments; experience across S/4HANA or large enterprise SAP landscapes is advantageous.
- Good understanding of ITIL/ITSM principles, particularly Incident, Problem, Change, Request, and Service Level Management.
- Experience working with third-party application support or managed service providers.
- Ability to coordinate multiple incidents, priorities, teams, and stakeholders in a structured manner.
- Good analytical, problem-solving, communication, and follow-up skills.
- Familiarity with ITSM platforms such as ServiceNow is advantageous.
- ITIL certification is desirable but not mandatory.

Able to work effectively in a large, complex, multi-country enterprise environmentJoining

Immediate 2 Month

Kindly share your CV on [email protected], www.teamplusindia.in

📌 Application Management Services SAP Pune Kharadi
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