AMS Innovation and Improvement Manager

Overview

Lead innovation and continuous improvement for AMS L1 and L2 production support teams, driving operational excellence with measurable outcomes.

What you'll do

• Develop and execute strategic operational improvement initiatives.
• Collaborate across teams to identify process improvements and automation opportunities.
• Embed ITIL/ITSM best practices into AMS delivery and run service/operational reviews and CSI workshops.
• Define and track KPIs such as SLA compliance and MTTR.
• Lead change management for new processes and systems and deliver training on updates.
• Coach and mentor L1/L2 support teams and support KT, onboarding, and steady-state operations.

What you'll need

• 10–12+ years of AMS/Production Support (L1/L2) experience.
• Strong understanding of application support models (preferably across multiple technologies).
• Certified in Lean or Six Sigma (Green Belt or above).
• Hands-on experience with ITSM tools (ServiceNow or equivalent).
• Experience driving automation, monitoring, and observability improvements.
• Knowledge of incident/problem management and RCA techniques.

Details

• Location: Pune, India.
• Shift timing: 1:30 PM to 10:30 PM.