AMS Product Lead / AMS Transformation Lead

Gapblue Software Labs Pvt Ltd; Ernakulam; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

Gapblue Inc seeks an experienced AMS Product Lead to define, implement, and scale an automation-led AMS for enterprise applications. You will own end-to-end AMS product vision, service transformation roadmap, and governance, driving improved reliability and proactive operations.

You will lead creation of an interactive AMS Control Center, integrate with ITSM and monitoring tools, and drive AI/ML-led incident management and automation to reduce MTTR and improve service quality.

Qualifications

• 8–10 years in enterprise application support, AMS, or service transformation.
• Leadership experience managing AMS delivery or global support operations.
• Experience with ITIL-based processes and service governance.

Responsibilities

• Define and drive the AMS product vision, roadmap, and governance.
• Shape end-to-end functional and operational requirements for AMS.
• Design an AMS Control Center and unified operating model.
• Integrate AMS with ITSM, monitoring, and workflow tools.
• Lead AI-driven incident management and automated routing.
• Implement observability-led support processes using Splunk, Datadog, Dynatrace, AppDynamics.

Skills

AMS leadership

ITIL processes

Incident management

Observability platforms

AI/ML in service mgmt

Workflow automation

Stakeholder management

Cross-functional leadership

Analytical skills

Education

Bachelor’s degree in CS/IT/Engineering

Tools

ServiceNow

Jira

ITSM tools

Job description

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

• 8–10 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

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.