Application Management Services Manager

CES has 26+ years of experience in delivering Software Product Development, Quality Engineering, and Digital Transformation Consulting Services to Global SMEs & Large Enterprises. CES has been delivering services to some of the leading Fortune 500 Companies including Automotive, AgTech, Bio Science, EdTech, FinTech, Manufacturing, Online Retailers, and Investment Banks. These are long-term relationships of more than 10 years and are nurtured by not only our commitment to timely delivery of quality services but also due to our investments and innovations in their technology roadmap. As an organization, we are in an exponential growth phase with a consistent focus on continuous improvement, process-oriented culture, and a true partnership mindset with our customers. We are looking for the right qualified and committed individuals to play an exceptional role as well as to support our accelerated growth.

You can learn more about us at: http://www.cesltd.com/

We are seeking a proactive and hands-on AMS Manager to establish and lead a growing Application Management Services (AMS) team. This role requires a strong blend of technical leadership, customer engagement, operational excellence, and people management. The ideal candidate will be comfortable leading a team of junior resources while remaining actively involved in troubleshooting, incident management, service delivery, and customer escalations when needed.

The AMS Manager will play a critical role in building support processes, driving service quality, mentoring team members, and ensuring seamless application support operations.

Key Responsibilities

Service Delivery & Operations

- Lead day-to-day AMS operations, ensuring adherence to SLAs, KPIs, and customer commitments.
- Monitor incident, problem, change, and service request management processes.
- Drive service stability, continuous improvement, and operational excellence initiatives.
- Establish and maintain support governance, reporting, and escalation mechanisms.
- Ensure timely resolution of production issues and critical incidents.

Team Leadership & Development

- Build, mentor, and develop a team of junior support engineers.
- Provide technical guidance, coaching, and hands-on support during complex issues.
- Foster a culture of accountability, collaboration, and customer focus.
- Conduct performance reviews, career development planning, and skill-building initiatives.

Technical & Escalation Management

- Act as the primary escalation point for high-priority incidents and customer concerns.
- Be willing to step in and provide hands-on technical support when required.
- Drive root cause analysis (RCA) and preventive action plans for recurring issues.
- Collaborate with development, infrastructure, security, and business teams to resolve issues effectively.
-Drive shift-left initiatives and automation to reduce toil — including auto-remediation scripts, alert tuning, and AIOps-assisted triage.

Customer & Stakeholder Management

- Build strong relationships with customer stakeholders and business users.
- Conduct service review meetings and present operational metrics and improvement plans.
- Proactively identify risks, issues, and opportunities for service enhancement.
- Communicate effectively with customers during incidents, escalations, and major releases.

Process & Governance

- Implement and improve ITIL-aligned support processes.
- Define and track service performance metrics, dashboards, and reporting.
- Ensure documentation, knowledge management, and support runbooks are maintained.
- Support audit, compliance, and governance requirements as applicable.
-Lead knowledge transition and onboarding activities when taking on new clients or applications — including shadow support phases and go-live readiness assessments.

Required Qualifications

- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
- 8–12+ years of experience in Application Support, AMS, Production Support, or IT Operations.
- 3–5+ years of experience leading support teams.
- Strong understanding of Incident, Problem, Change, and Service Management processes.
- Experience managing customer-facing support engagements.
- Excellent verbal and written communication skills.
- Demonstrated ability to lead junior teams while remaining hands-on when required.
- Experience working in SLA-driven environments.

Preferred Qualifications

- ITIL Foundation or higher certification.
- Experience with ServiceNow, Jira, Azure DevOps, or similar ticketing platforms.
- Exposure to cloud platforms (Azure, AWS, GCP).
- Experience managing global or distributed support teams.
- Understanding of application monitoring and observability tools.
-Familiarity with automation and AIOps concepts — alert suppression, auto-remediation, runbook automation, or self-healing pipelines.

Key Competencies

- Customer-first mindset
- Strong ownership and accountability
- Proactive problem-solving
- Leadership and mentoring
- Crisis and escalation management
- Stakeholder management
- Analytical and decision-making skills
- Continuous improvement orientation

Working Hours & Support Expectations

- Primary shift: 2:30 PM to 11:30 PM IST.
- Flexibility to support critical business incidents and customer escalations outside standard working hours when required.
- Ability to provide leadership during major incidents and ensure effective communication with stakeholders.

Success Measures

- SLA compliance and service performance
- Incident resolution effectiveness
- Reduction in recurring production issues
- Customer satisfaction scores
- Team development and retention
- Process maturity and operational efficiency improvements

Why CES :

Flexible working hours to create a work-life balance.
Opportunity to work on advanced tools and technologies.
Global exposure to not only collaborate with the team, but also to connect with the client portfolio and build professional relationships.
Highly encouraged for any innovative ideas & thoughts and we support in executing the same.
Periodical and on-spot rewards and recognitions on your performance.
Provides a better platform for enhancing skills via many different L&D programs.
Enabling and empowering atmosphere to work along.