Application Management Specialist

Velodata Global Pvt Ltd; Gurugram District; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Velodata Global Pvt Ltd seeks a senior AMS/Technical Support lead to steward post-go-live stabilization for enterprise applications in a fast-moving environment.

You will own hypercare, ITIL-based incident, change and escalation processes, manage SLAs, and coordinate with Product, Development, Implementation and Customer Success teams to resolve issues and drive automation.

Strong stakeholder communication and a proven track record with global enterprise customers are essential.

Qualifications

• 7+ years of experience in AMS, Technical Support, or Enterprise Application Support.
• Minimum 3 years of experience supporting global enterprise customers.
• Experience managing hypercare and post-go-live support for enterprise applications.
• Strong understanding of APIs, cloud technologies, enterprise platforms, and system integrations.
• Hands-on experience with Jira, Jira Service Management, or similar ITSM platforms.
• Experience managing SLAs, OLAs, incident management, and client escalations.
• Strong stakeholder management and executive communication skills.
• Proven experience implementing automation or AI in support operations.
• Excellent analytical, troubleshooting, and problem-solving skills.

Responsibilities

• Lead end-to-end AMS support, ensuring smooth post-go-live stabilization and platform availability.
• Manage hypercare activities and transition to steady-state support.
• Drive incident, problem, and change management following ITIL best practices.
• Act as the primary escalation point for critical (P1/P2) production incidents.
• Coordinate with Product, Development, Implementation, and Customer Success teams for issue resolution.
• Monitor and improve SLA/KPI performance, including response and resolution times.
• Conduct RCA for major incidents and implement preventive measures.
• Manage client communication, governance meetings, and executive status reporting.
• Configure and monitor support workflows using Jira/Jira Service Management or similar ITSM tools.
• Drive automation and AI initiatives to improve support efficiency and reduce ticket volume.
• Mentor support teams and promote operational excellence and continuous improvement.

Skills

ITIL

Incident management

Change management

P1/P2 escalation

Stakeholder management

Executive communication

Analytics

Troubleshooting

Problem solving

Automation

AI initiatives

SLA/OLA management

Tools

Jira/Jira Service Management

Job description

Lead end-to-end AMS support, ensuring smooth post-go-live stabilization and platform availability.

Manage hypercare activities and transition to steady-state support.

Drive incident, problem, and change management following ITIL best practices.

Act as the primary escalation point for critical (P1/P2) production incidents.

Coordinate with Product, Development, Implementation, and Customer Success teams for issue resolution.

Monitor and improve SLA/KPI performance, including response and resolution times.

Conduct RCA for major incidents and implement preventive measures.

Manage client communication, governance meetings, and executive status reporting.

Configure and monitor support workflows using Jira/Jira Service Management or similar ITSM tools.

Drive automation and AI initiatives to improve support efficiency and reduce ticket volume.

Mentor support teams and promote operational excellence and continuous improvement.

Required Skills & Experience

7+ years of experience in AMS, Technical Support, or Enterprise Application Support.

Minimum 3 years of experience supporting global enterprise customers.

Experience managing hypercare and post-go-live support for enterprise applications.

Strong understanding of APIs, cloud technologies, enterprise platforms, and system integrations.

Hands-on experience with Jira, Jira Service Management, or similar ITSM platforms.

Experience managing SLAs, OLAs, incident management, and client escalations.

Strong stakeholder management and executive communication skills.

Proven experience implementing automation or AI in support operations.

Excellent analytical, troubleshooting, and problem-solving skills.