Job Summary
The AMS Manager owns end-to-end Application Management Services across the full Order Management System (OMS) platform landscape, acting as the single point of accountability for incident, problem, and change management. The role bridges L1/L2 support operations with L3 engineering, drives adherence to the Zero-Critical-Incident Release Framework, and is the primary escalation owner for major incidents impacting the client's order management ecosystem.
Key Responsibilities
Incident & Problem Management
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Own P1–P4 incident classification, escalation, and resolution across all platforms per the Major Incident Communication Plan.
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Drive root cause analysis and problem management for recurring issues, partnering with L3 engineering SMEs.
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Ensure runbooks, rollback procedures, and escalation ladders are current and executed correctly during incidents.
Release & Change Governance
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Own Gate 4/5 of the five-gate release lifecycle: go-live monitoring and post-release stability.
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Participate in Go/No-Go decisions, applying risk-tiering criteria and DORA metrics.
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Coordinate change windows across all in-scope OMS platforms to avoid conflicting releases.
Team & Operations Leadership
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Lead L1 triage and L2 platform support leads; manage staffing, shift coverage, and skill development.
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Own SLA/OLA performance and report against contracted service levels to client stakeholders.
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Drive continuous improvement initiatives: observability adoption, AI tooling for support/triage, and automation of L1/L2 tasks.
Stakeholder Management
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Serve as the AMS escalation point of contact for client stakeholders on live-service matters.
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Provide regular service health reporting: incident trends, SLA compliance, and improvement roadmap progress.
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Represent AMS in strategic partnership reviews and release governance forums.
Skill Requirements
12–15+ years in IT service delivery/AMS, with at least 5 years managing multi-platform application support in a large enterprise landscape.
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Proven experience running ITIL-based incident, problem, and change management at scale.
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Strong stakeholder management experience with enterprise retail or supply chain clients; large-scale retail OMS exposure strongly preferred.
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Working knowledge of observability tooling (OpenTelemetry, distributed tracing) and DORA metrics.
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Experience managing distributed/matrixed teams spanning L1 through L3 support tiers.
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Familiarity with order management platforms and integration patterns (OMS, ERP, POS integrations) is a strong plus.