Job Summary
Service Lead
Tower
Program Director
Level
L3
Delivery
Offshore
Required Experience
8–12 years
Role Purpose
Provide high-quality AMS support and controlled change delivery for the Service Lead capability within the Program Director tower, ensuring stable operations, timely issue resolution and effective stakeholder collaboration.
Key Responsibilities
- Lead end-to-end AMS service delivery across application towers, including governance, SLA/KPI performance, escalations and stakeholder management.
- Drive transition readiness, service stabilization, resource planning, risk/issue management, major incident coordination and continuous improvement.
- Coordinate functional, technical, infrastructure and vendor teams and provide clear executive-level service reporting.
- Independently own complex incidents, enhancements, impact assessments and solution design; guide junior resources and coordinate cross-team dependencies.
- Perform root-cause analysis, problem management and preventive actions for recurring production issues.
- Support unit/SIT/UAT/regression testing, release/transport activities, knowledge transfer and operational documentation.
- Work within ITIL-aligned AMS processes and meet agreed SLA/KPI, quality, security and change-management requirements.
Required Skills & Knowledge
- Strong hands-on expertise in Service Lead and relevant integration points.
- Strong troubleshooting, functional/technical analysis, production-support and stakeholder-management capabilities.
- Understanding of enterprise application integrations, master/transaction data, authorizations, interfaces and reporting relevant to the role.
- Experience in large, complex SAP/application landscapes and multi-vendor support environments.
Qualifications & Certifications
- Bachelor’s degree in Engineering, Computer Science, Information Systems, Business/Finance, or related discipline.
- Relevant SAP certification in the applicable module/technology strongly preferred.
- ITIL Foundation or equivalent service-management knowledge is an advantage.
Preferred Experience
- Prior AMS/production support experience with SLA ownership, incident/problem/change management and customer-facing communication.
- Experience in complex industrial, manufacturing, aerospace/defence, regulated or similarly large enterprise environments is an advantage.
Key Responsibilities
Service Lead
Tower
Program Director
Level
L3
Delivery
Offshore
Required Experience
8–12 years
Role Purpose
Provide high-quality AMS support and controlled change delivery for the Service Lead capability within the Program Director tower, ensuring stable operations, timely issue resolution and effective stakeholder collaboration.
Key Responsibilities
- Lead end-to-end AMS service delivery across application towers, including governance, SLA/KPI performance, escalations and stakeholder management.
- Drive transition readiness, service stabilization, resource planning, risk/issue management, major incident coordination and continuous improvement.
- Coordinate functional, technical, infrastructure and vendor teams and provide clear executive-level service reporting.
- Independently own complex incidents, enhancements, impact assessments and solution design; guide junior resources and coordinate cross-team dependencies.
- Perform root-cause analysis, problem management and preventive actions for recurring production issues.
- Support unit/SIT/UAT/regression testing, release/transport activities, knowledge transfer and operational documentation.
- Work within ITIL-aligned AMS processes and meet agreed SLA/KPI, quality, security and change-management requirements.
Required Skills & Knowledge
- Strong hands-on expertise in Service Lead and relevant integration points.
- Solid troubleshooting, functional/technical analysis, production-support and stakeholder-management capabilities.
- Understanding of enterprise application integrations, master/transaction data, authorizations, interfaces and reporting relevant to the role.
- Experience in large, complex SAP/application landscapes and multi-vendor support environments.
Qualifications & Certifications
- Bachelor’s degree in Engineering, Computer Science, Information Systems, Business/Finance, or related discipline.
- Relevant SAP certification in the applicable module/technology strongly preferred.
- ITIL Foundation or equivalent service-management knowledge is an advantage.
Preferred Experience
- Prior AMS/production support experience with SLA ownership, incident/problem/change management and customer-facing communication.
- Experience in complex industrial, manufacturing, aerospace/defence, regulated or similarly large enterprise environments is an advantage.
Skill Requirements
Must Have Skill
SAP Project & Program Management
Good to Have Skill
Other Requirements
📌 Senior Technical Lead (India)
🏢 HCLTech
📍 India