Manager Application Support

Job Description: AMS Innovation and CONTINOUS IMPROVEMENT Lead

Job Summary

The AMS L1 & L2 Innovation and Continuous Improvement Lead is responsible for driving operational excellence, continuous improvement, and innovation across L1 and L2 Production Support teams within Application Managed Services (AMS).

The role focuses on reducing operational noise, improving SLA adherence, accelerating resolution times, enabling shiftleft, and embedding automation and standardization into daytoday L1/L2 operations. This is a runfocused role, ensuring improvements translate into measurable outcomes on the production floor.

Job Responsibilities

• Operational Improvement:

• Develop and execute strategic improvement initiatives to drive business growth and operational efficiency.

• Collaborate with cross-functional teams to identify process improvements and innovative solutions.

• Champion & drive identification and adoption of digital and automation solutions across the organization e.g. ITOM SNOW, Robotic process automation (RPA) and intelligent automation etc

• Develop strategies to optimize workflows, reduce waste, and enhance productivity using combination of process re-engineering & digital/automation solutions

• Process and Governance:

• Establish Six Sigma or equivalent methodology driven team structure and processes within organization to use data-driven approaches, methodologies, and tools to achieve near-perfection in operational processes with focus on continuous improvement and waste reduction.

• Embed ITIL/ITSM best practices into AMS delivery.

• Conduct regular service reviews, operational reviews, and CSI workshops.

• Define and track KPIs such as SLA compliance, MTTR, incident backlog, automation coverage.

• Support audits, compliance, and risk management requirements.

• Stakeholder Engagement:

• Collaborate with application teams, engineering, Development, DevOps, and business stakeholders.

• Coach and mentor L1/L2 support teams on innovation mindset and problemsolving.

• Work with transition teams during KT, onboarding, and steadystate operations.

• Act as a customerfacing leader for service improvement discussions..

• Change Management:

• Lead change management efforts to ensure a smooth transition and adoption of new processes and systems.

• Manage partnership with stakeholders for optimization solution discovery, implementation, deployment and digital operations.

• Monitor project progress, identify risks, and provide timely solutions.

• Deliver training programs to educate employees on new processes and technologies.

• Measure, benchmark and publish effectivity of deployed solutions and drive on continuous improvement.

• Continuous Learning:

• Stay abreast of industry trends, best practices, and emerging technologies related to process automation and transformation.

Mandatory Skills and experience

Technical & Functional

• 1012+ years of experience in AMS / Production Support (L1/L2).
• Strong understanding of application support models, preferably across multiple technologies.
• Certified in Lean / Six Sigma (Green Belt or above)
• Handson experience with ITSM tools (ServiceNow or equivalent).
• Experience driving automation, monitoring, and observability improvements.
• Strong knowledge of incident/problem management and RCA techniques.

Innovation & Improvement

• Proven experience leading continuous improvement or CSI initiatives.
• Exposure to automation frameworks, scripting, or AIOps is a plus.
• Experience in process optimization, standardization, and cost reduction initiatives using improvement frameworks like Lean, Six Sigma.

Certifications (Preferred)

• ITIL v3 / ITIL 4
• Agile / DevOps certification (preferred)

Soft Skills

• Strong leadership, stakeholder management, and communication skills.
• Ability to influence without authority and drive change across teams.
• Customercentric mindset with focus on business outcomes.
• Analytical and problem-solving ability using data and experience.

Shift Timing- 1:30 PM to 10:30 PM

We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to caste, colour, creed, religion, gender, gender identity, sexual orientation, age, disability, HIV status, or any other status protected by law. Candidates with disabilities who require accommodations during the recruitment process are encouraged to contact our Talent Acquisition team to place a request.