AMS Support Manager

Prospecta Software; Gurugram District; On-site; INR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Continuous learning

Work onsite at client sites

Annual company events

Job summary

Prospecta Software in Gurugram is seeking a hands-on AMS Support Manager to lead post-go-live support for a large enterprise implementation. You will own the transition to steady-state support, drive issue resolution during hypercare, and establish operational governance with ITIL-aligned processes.

Your role requires strong stakeholder management, technical depth in cloud APIs and integrations, and the ability to guide escalations during high-pressure periods.

Qualifications

• 7+ years in customer support or technical operations, with large enterprise exposure
• Experience supporting enterprise platforms through hypercare and post-go-live stabilization
• Strong technical understanding of enterprise platforms, APIs, cloud technologies, and integrations

Responsibilities

• Own end-to-end AMS and post-go-live support, ensuring platform stability and SLA compliance
• Lead the technical team through hypercare and steady-state AMS phases
• Drive governance and operational excellence with ticket triage, escalation matrices, RCA, and change control
• Act as primary escalation point for P1/P2 incidents during go-lives and coordinate war-room responses
• Manage client stakeholder relationships with leadership during volatile post-launch periods
• Analyze incident trends, identify root causes, and drive product/process improvements
• Establish and monitor KPIs and SLAs/OLAs with clients and report against contracts
• Champion AI and automation to reduce ticket volume and MTTR
• Coach teams to foster governance, continuous improvement, and calm incident handling

Skills

Executive stakeholder management

ITIL/AMS governance

Incident management

Jira/Jira Service Management

APIs and cloud integrations

AI/automation for support

Client escalation handling

Performance metrics & SLAs

Go-live hypercare

Problem-solving under pressure

Tools

Jira

Jira Service Management

Job description

Founded in 2002 in Sydney, with offices in India and a presence across the Americas and Europe, Prospecta is a leading data management software company. Our flagship platform, Master Data Online (MDO), enables accurate, compliant, and relevant master data for asset-intensive industries including Energy, Utilities, Oil & Gas, Mining, Infrastructure, and Manufacturing.

We pride ourselves on agility, collaboration, and innovation delivering real value to customers while fostering a diverse, growth-driven culture that encourages learning, embraces challenges, and celebrates success.

About the Job:

Position: AMS Support Manager

Location: Gurugram

Role Summary:

We are looking for a hands-on AMS Support Manager to lead post-go-live support for a business-critical enterprise implementation. You will own the transition from implementation to steady-state support, drive issue resolution during hypercare, establish operational governance, and ensure long-term service stability. This role requires strong stakeholder management, technical acumen, and the ability to bring structure to a fast-paced, high-pressure environment.

Must Have:

• 7+ years of experience in customer support or technical operations, with at least 3 years in working with large enterprise customers globally.
• Experience supporting complex enterprise platforms through hypercare and post-go-live stabilization
• Strong technical understanding of enterprise platforms, APIs, cloud technologies, and integrations, with the ability to challenge technical decisions and guide escalations.
• Experience running SLA/OLA governance and incident management frameworks (ITIL exposure a plus) in a client-facing AMS context.
• Hands-on experience with Jira, Jira Service Management, or similar ITSM tooling, including configuring workflows and dashboards for support operations.
• Proven track record of implementing AI or automation in customer support workflows.
• Experience managing client escalations and executive stakeholders during high-pressure periods (go-live volatility, critical incidents).
• Thrives in fast-paced, ambiguous environments; comfortable owning outcomes under pressure with incomplete information.
• Executive-level communication — able to translate technical incidents into business-risk language for leadership.
• Strong analytical and problem-solving skills with the ability to make sound decisions under pressure.
• Comfort with accountability for SLA/contractual outcomes, not just team output.

Good to have:

• Experience or working knowledge of SAP environments (e.g., ECC, S/4HANA), especially where SAP-integrated platforms are part of the support landscape.
• Prior experience specifically in AMS/managed services delivery models (fixed-price, T&M, or outcome-based support contracts).
• Experience with a platform go-live that was considered high-risk or business-critical — able to speak to lessons learned in managing volatility.
• Familiarity with ITIL certification or frameworks (Incident, Problem, Change Management).
• Exposure to setting up support functions from scratch (post-implementation support model design).

Key Responsibilities:

• Own end-to-end AMS and post-go-live support, ensuring platform stability, successful hypercare exit, SLA compliance, and long-term operational readiness for a highly SLA driven customer.
• Lead and manage the technical team through hypercare and steady-state AMS phases, balancing incident resolution with knowledge transfer from project/implementation teams.
• Drive governance and operational excellence — define and run ticket triage, escalation matrices, RCA processes, and change control aligned to ITIL/AMS best practices.
• Act as the primary escalation point for P1/P2 incidents on critical go-lives, coordinating war-room response with Product, Development, and Customer Success/Implementation teams.
• Manage stakeholder relationships with client leadership during and after go-live, including status reporting, risk communication, and expectation-setting during volatile post-launch periods.
• Analyze incident trends, identify root causes, and drive product and process improvements
• Establish, negotiate, and monitor KPIs and SLAs/OLAs (response time, resolution time, CSAT) with clients, and report against contractual commitments.
• Champion the use of AI and automation to reduce ticket volume and MTTR, and to scale support without linear headcount growth.
• Act as a coach for the organisation’s support teams, fostering a culture of process governance, support functioning, continuous improvement, and calm-under-pressure incident handling.

Growth Path:

At Prospecta, your career journey is one of growth and opportunity. Here, depending on your career journey you can either kickstart your career or accelerate your professional development in a dynamic environment. Your success is our priority, and as you demonstrate your abilities and achieve results, you'll have the chance to quickly advance into the leadership role. We're committed to helping you elevate your experience and skillsets, providing you with the tools, support, and opportunities to reach new heights in your career.

• Health insurance;
• Paid time off and holidays;
• Continuous learning and career progression;
• Work onsite at our other office locations and/or client sites;
• Annual company events and workshops