Application Maintenance Support Manager  

AMS Manager is in charge of overseeing the performance of a technical support team, ensuring efficiency and customer satisfaction. Their responsibilities revolve around assessing the performance of the workforce, resolving complex issues, identifying customer needs and sales opportunities, and training new team members. They may also perform calls and correspondence, respond to inquiries, and resolve issues promptly. Furthermore, as a support lead, it is essential to perform clerical tasks such as preparing progress reports, managing schedules, and maintaining records of transactions.

Main Functions:

• Production support 24x7 model
• Conduct Weekly Team Support Meetings
• Staff training, mentoring and leading, aiming to build a skilled and well trained effective team
• Provide/present reports to management
• Provide advanced product support like new features, integration with other products
• Provide advice on-site design and approach
• Escalate issues to Research & development department
• Troubleshoot Issues
• Resolution of L1/L2 incidents
• Supporting client queries with ticketing system
• Manage a team of at least 6 people
• Ensure SLA targets are met
• Ensure team members performance and outcome meets a defined schedule and quality.
• Key Relationship with L1/L2/L3 team
• Measure and identify areas for improving Quality and overall Delivery
• Contribute in creating technical documents
• Contribute and Improve standard operating procedure for AMS team

• Minimum of a Bachelor's degree in a computer-related field or with equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities.
• At least 8 years’ experience as TSR
• At least 5 years’ experience as Team Lead
• Good at problem solving/analysis and resolution capabilities for troubleshooting and debugging
• Experience working on Application and Server monitoring as well as Ticketing tools, ServiceNow/Jira/ Jenkins.
• Great interpersonal and communication skills
• Critical thinking and problem-solving skills Team player