Application Maintenance Service (AMS) & Production Services Leadership

Location:
Chennai & Bangalore

Experience:
12+ Yrs

Key Responsibilities
• Lead and manage AMS and Production Services teams within Corporate Systems, including onshore and offshore captive teams
• Own end‑to‑end application maintenance and production support for Legal and Corporate Systems applications
• Establish and govern ITIL‑based service operating models, including:
• Incident, Problem, Change, Release, and Service Request Management
• Major Incident (P1/P2) management and executive communications
• Root cause analysis, trend analysis, and preventative remediation
• Drive application stability, resilience, App/Server vulnerability remediations and operational risk reduction across the supported portfolio
• Ensure effective support coverage models, on‑call readiness, and escalation procedures aligned to business criticality
• Lead service reviews, production health reviews, and continuous service improvement initiatives
• Ensure strong collaboration between AMS, production support, engineering, and platform teams Program Governance & Controlled Change
• Establish and run execution cadence (weekly/monthly/quarterly) for AMS, production support, and related initiatives
• Own governance artifacts including status reporting, RAID logs, dependencies, and escalations
• Run identified transformation initiatives within the Enterprise Functions, ensuring minimal production risk
• Ensure tight alignment between application maintenance, production support, and change/release activities Metrics, Reporting & Operational Insights
• Define and govern AMS and production KPIs, including availability, incident trends, MTTR, change success, and operational risk
• Maintain operational dashboards and scorecards for senior leadership
• Translate service data into clear,



executive‑ready insights and recommendations
• Support leadership forums with fact‑based, action‑oriented reporting, especially during escalations Stakeholder Engagement
• Partner with leaders across Legal, Compliance, Audit, Risk, Real Estate Technology
• Act as the single point of accountability for Application Maintenance Service and production performance
• Serve as a trusted advisor on application health, service risks, and operational trade‑offs Required Qualifications
• Bachelor’s degree in Business, Engineering, Information Systems, or related field
• 8–12+ years of experience in Application Maintenance Service (AMS), Production Support, IT Operations, or delivery governance
• Proven experience leading internal AMS and production support teams
• Robust background in major incident management, service operations, and ITIL‑based support models
• Experience supporting Legal, Compliance, Audit, Risk, or other regulated corporate functions
• Proven ability to engage with senior and executive leadership, particularly during service incidents Preferred Qualifications
• ITIL certification (v3 or v4); PMP, SAFe, Agile, Lean, or Six Sigma a plus
• Experience supporting business‑critical, compliance‑sensitive applications
• Strong analytical, problem‑solving, and executive communication skills
• Exposure to legal, compliance, or risk platforms (e.g., OneTrust, Diligent, Purview)
• GenAI exposure in enterprise or corporate systems environments is a plus Core Skills
• Application Maintenance Service (AMS) leadership
• Production support and operational resilience
• ITIL service management and governance
• Major incident and escalation management
• Cross‑team coordination (engineering, platform, security)
• Metrics‑driven service performance management
• Executive communication and stakeholder influence
• Continuous improvement mindset

📌 Application Maintenance Service (Chennai)
🏢 Mphasis
📍 Chennai