AMS Lead

Gapblue Software Labs; Ernakulam; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Gapblue Software Labs is seeking an experienced AMS Product Lead to define, implement, and scale an intelligent, automation-led Application Management Services product for enterprise apps. You will own the end-to-end AMS vision, roadmap, and operating model.

You will drive observability, AI/ML-driven operations, and automation, collaborating with business and IT stakeholders to transform service delivery and achieve measurable outcomes across incidents, performance, and governance.

Qualifications

• Requires extensive AMS experience and enterprise app support.
• Deep knowledge of AMS operating models and ITIL processes.
• Proven ability to lead transformation and global delivery programs.

Responsibilities

• Define AMS vision, roadmap, governance, and release strategy.
• Gather and translate requirements into scalable service capabilities.
• Design AMS Control Center and unified operating model.
• Integrate AMS with ITSM, monitoring, and workflow tools.
• Lead AI-driven incident management, routing, and MTTR reduction.
• Implement observability-led processes with Splunk, Datadog, Dynatrace, AppDynamics.
• Drive automation and predictive operations across support and service mgmt.
• Establish SLA, KPI, and performance review frameworks.
• Define AMS support model, resource allocation, and capability plans.
• Introduce agile governance forums and continuous improvement.

Skills

AMS experience

ITIL processes

Incident management

Observability platforms

AI/ML operations

Workflow automation

ITSM tools

Stakeholder management

Global delivery

Governance & performance

Education

Bachelor's degree in CS/IT/Engineering

Master's degree advantageous

Tools

Splunk

Datadog

Dynatrace

AppDynamics

ServiceNow

Jira

Job description

AMS Product Lead / AMS Transformation Lead

Role Summary

We are seeking an experienced AMS Product Lead to define, implement, and scale an intelligent, automation-led Application Management Services product for enterprise applications. The role will own the end-to-end AMS product vision, service transformation roadmap, operating model, governance, and delivery outcomes, while driving improved service reliability, faster incident resolution, proactive operations, and enterprise-wide visibility through observability, AI/ML, and automation capabilities.

Key Responsibilities

• Define and drive the overall AMS product vision, goals, value proposition, roadmap, governance model, and release strategy aligned to business and IT objectives.
• Gather, shape, and prioritize end-to-end functional and operational requirements for the AMS product and translate them into scalable service capabilities and measurable outcomes.
• Design and implement an interactive AMS Control Center and unified operating model to improve service visibility, decision-making, and stakeholder experience.
• Integrate the AMS platform with the broader enterprise application landscape, monitoring systems, ITSM platforms, and workflow tools to enable seamless data flow and operational transparency.
• Lead intelligent incident management initiatives including AI-driven ticket categorization, automated routing, alert correlation, and operational workflows to reduce MTTR and improve response quality.
• Implement observability-led support processes using tools such as Splunk, Datadog, Dynatrace, and AppDynamics to enable real-time monitoring, proactive issue identification, and service performance improvement.
• Drive automation and predictive operations through self-healing workflows, runbook automation, predictive analytics, and reduced manual intervention across support and service management processes.
• Establish and manage SLA, KPI, service quality, reporting, and performance review frameworks to ensure operational excellence and continuous improvement.
• Define the AMS support model, optimize resource allocation, improve utilization, identify skill gaps, and build capability development plans for distributed support teams.
• Introduce agile support practices, structured governance forums, and continuous improvement mechanisms to strengthen service delivery effectiveness and responsiveness.
• Build enterprise-level executive dashboards and holistic AMS reporting covering incidents, trends, risks, costs, capacity, productivity, and support performance.
• Collaborate closely with business stakeholders, delivery teams, architecture teams, vendors, and leadership to ensure successful adoption, scale, and continuous evolution of the AMS product.

Required Skills

• Strong experience in Application Management Services, enterprise application support, or managed services transformation.
• Deep understanding of AMS operating models, service delivery constructs, and ITIL-based processes.
• Experience in incident management, service request management, problem resolution, change coordination, and release planning.
• Strong exposure to observability and monitoring platforms such as Splunk, Datadog, Dynatrace, or AppDynamics.
• Experience with AI/ML-led service management use cases such as ticket categorization, clustering, routing, correlation, or predictive operations.
• Knowledge of workflow automation, runbook automation, RPA, and self-healing support models.
• Experience with ITSM and work management tools such as ServiceNow, Jira, or similar platforms.
• Strong capability in stakeholder management, executive communication, and cross-functional leadership.
• Proven ability to manage distributed or global support teams and drive service quality improvements.
• Strong analytical, problem-solving, governance, and performance management skills.

Preferred Qualifications

• Exposure to ERP or large enterprise platforms such as Oracle, SAP, or other business-critical application ecosystems.
• ITIL, Agile, Scrum, or service management certifications.
• Experience in AIOps, predictive analytics, or intelligent operations transformation initiatives.
• Experience building reusable assets, accelerators, and automation frameworks in AMS environments

Experience

• 810 years of overall experience in enterprise application support, AMS, managed services, or service transformation roles.
• 2-3 years in a leadership role managing AMS delivery, support transformation, product/service governance, or global support operations.
• Demonstrated experience in leading large-scale AMS transformation initiatives, stakeholder-facing delivery, and service improvement programs.

Education

• Bachelors degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Masters degree is an advantage.