The Job

Program Manager

Logistik, försäljning och verksamhet · HR och administration · Programledning · Kompetensförsörjning · Verksamhetsanalys

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I korthet

As a Program Manager in Bengaluru, India, you will own end-to-end Application Management Services for the Order Management System (OMS) platform. Your responsibilities include incident, problem, and change management, adherence to release frameworks, and stakeholder communication, leveraging ITIL and DORA metrics in a large enterprise retail or supply chain environment.

Ansvarsområden

  • Own P1-P4 incident classification, escalation, and resolution.
  • Drive root cause analysis and problem management for recurring issues.
  • Ensure runbooks, rollback procedures, and escalation ladders are current.
  • Own Gate 4/5 of the release lifecycle: go-live monitoring and post-release stability.
  • Participate in Go/No-Go decisions, applying risk-tiering criteria and DORA metrics.
  • Coordinate change windows across OMS platforms.
  • Lead L1 triage and L2 platform support leads, managing staffing, coverage, and skill development.
  • Own SLA/OLA performance and report to client stakeholders.
  • Drive continuous improvement initiatives like observability adoption and automation.
  • Serve as the AMS escalation point of contact for client stakeholders on live-service matters.
  • Provide regular service health reporting.
  • Represent AMS in strategic partnership reviews and governance forums.

Krav

  • 12–15+ years in IT service delivery/AMS, with at least 5 years managing multi-platform application support.
  • Proven experience running ITIL-based incident, problem, and change management at scale.
  • Strong stakeholder management experience with enterprise retail or supply chain clients.
  • Working knowledge of observability tooling (OpenTelemetry, distributed tracing) and DORA metrics.
  • Experience managing distributed/matrixed teams spanning L1 through L3 support tiers.
  • Familiarity with order management platforms and integration patterns (OMS, ERP, POS integrations) is a strong plus.

Önskade kvalifikationer

  • Large-scale retail OMS exposure strongly preferred.
  • Zero critical (P1) incidents attributable to release failures.
  • SLA/OLA compliance ≥ agreed contractual thresholds across all platforms.
  • Reduction in Mean Time to Resolution (MTTR) and repeat-incident rate quarter over quarter.
  • Successful execution of Go/No-Go governance with no unauthorized emergency changes.

Förmåner

  • Supercharge your potential.
  • Find your career.
  • Find your spark.
  • A place that knows that helping its customers stay on top starts by putting its people first.
#IT service delivery#Application Management Services#OMS#incident management#problem management#change management#release management#observability#DORA metrics#stakeholder management#retail#supply chain
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Företag

HCLTech

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för 5 timmar sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Ledning

Platser

Bengaluru, India

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