Senior Support Lead

Job Summary

Own end-to-end ITSM service delivery for AMS support, ensuring adherence to SLAs, OLAs, and KPIs.
Manage ITIL processes including Incident, Problem, Change, and Service Request Management.
Act as primary point of contact for customers, driving governance calls, service reviews, and escalations.
Coordinate cross-functional support teams and vendors to ensure smooth operations and timely resolution.
Track service performance, risks, and improvement actions; drive continual service improvement (CSI).
Oversee transition, knowledge management, and stabilization activities in AMS engagements.
Ensure compliance with defined ITSM tools, processes, and contractual obligations.

Key Responsibilities

1. To act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
3. To collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.
4. To provide technical assistance to the team members in resolving customer issues.
5. To drive continuous improvement initiatives for support processes, workflows and Identify opportunities for innovation, automation, and efficiency enhancements.

Skill Requirements

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Other Requirements

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