Application Maintenance Service (AMS) & Production Services Leadership

Mphasis; Chennai District; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Mphasis seeks a senior leader for Application Maintenance Service (AMS) & Production Services in Chennai. You will oversee onshore and offshore teams, manage end-to-end maintenance, and govern ITIL-based operating models across incidents, changes and releases.

The role emphasizes executive communication, risk reduction, and cross-functional collaboration. Applicants should bring 12+ years of AMS/Production Ops experience, a solid ITIL background, and exposure to regulated corporate functions.

Qualifications

• Bachelor’s degree in Business, Engineering, Information Systems, or related field.
• 12+ years in AMS, Production Support, IT Operations, or governance.
• Experience leading internal AMS and production teams.
• Strong ITIL-based support and major incident management background.
• Exposure to regulated corporate functions (Legal, Compliance, Audit, Risk).

Responsibilities

• Lead AMS and Production Services teams across onshore and offshore.
• Own end-to-end maintenance and production support for Corporate Systems.
• Establish ITIL-based operating models including incident, change, release and service requests.
• Manage major incidents and executive communications.
• Drive stability, vulnerability remediation, and risk reduction.
• Ensure effective support coverage, on-call readiness and escalations.
• Lead service reviews, health reviews and continuous improvement.
• Collaborate across AMS, production, engineering and platform teams.
• Govern execution cadence and maintain RAID logs and dependencies.

Skills

AMS leadership

Production support

ITIL governance

Major incident mgmt

Executive communication

Stakeholder engagement

Data-driven reporting

Change management

Education

Bachelor's degree in related field

Engineering/Information Systems background

Tools

ITIL v3/v4

PMP/SAFe/Agile/Lean/Six Sigma

OneTrust/Diligent/Purview exposure

Job description

Application Maintenance Service (AMS) & Production Services Leadership

Experience : 12+ Yrs

Key Responsibilities

• Lead and manage AMS and Production Services teams within Corporate Systems, including onshore and offshore captive teams
• Own end‑to‑end application maintenance and production support for Legal and Corporate Systems applications
• Establish and govern ITIL‑based service operating models, including:
• Incident, Problem, Change, Release, and Service Request Management
• Major Incident (P1/P2) management and executive communications
• Root cause analysis, trend analysis, and preventative remediation
• Drive application stability, resilience, App/Server vulnerability remediations and operational risk reduction across the supported portfolio
• Ensure effective support coverage models, on‑call readiness, and escalation procedures aligned to business criticality
• Lead service reviews, production health reviews, and continuous service improvement initiatives
• Ensure strong collaboration between AMS, production support, engineering, and platform teams

Program Governance & Controlled Change

• Establish and run execution cadence (weekly/monthly/quarterly) for AMS, production support, and related initiatives
• Own governance artifacts including status reporting, RAID logs, dependencies, and escalations
• Run identified transformation initiatives within the Enterprise Functions, ensuring minimal production risk
• Ensure tight alignment between application maintenance, production support, and change/release activities

Metrics, Reporting & Operational Insights

• Define and govern AMS and production KPIs, including availability, incident trends, MTTR, change success, and operational risk
• Maintain operational dashboards and scorecards for senior leadership
• Translate service data into clear, executive‑ready insights and recommendations
• Support leadership forums with fact‑based, action‑oriented reporting, especially during escalations

Stakeholder Engagement

• Partner with leaders across Legal, Compliance, Audit, Risk, Real Estate Technology
• Act as the single point of accountability for Application Maintenance Service and production performance
• Serve as a trusted advisor on application health, service risks, and operational trade‑offs

Required Qualifications

• Bachelor’s degree in Business, Engineering, Information Systems, or related field
• 8–12+ years of experience in Application Maintenance Service (AMS), Production Support, IT Operations, or delivery governance
• Proven experience leading internal AMS and production support teams
• Strong background in major incident management, service operations, and ITIL‑based support models
• Experience supporting Legal, Compliance, Audit, Risk, or other regulated corporate functions
• Proven ability to engage with senior and executive leadership, particularly during service incidents

Preferred Qualifications

• ITIL certification (v3 or v4); PMP, SAFe, Agile, Lean, or Six Sigma a plus
• Strong analytical, problem‑solving, and executive communication skills
• Exposure to legal, compliance, or risk platforms (e.g., OneTrust, Diligent, Purview)
• GenAI exposure in enterprise or corporate systems environments is a plus

Core Skills

• Application Maintenance Service (AMS) leadership
• Production support and operational resilience
• ITIL service management and governance
• Major incident and escalation management
• Executive communication and stakeholder influence