AMS Lead – Application Management Services

5+ years

3 Years AMS, Service Now

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..