AMS Engineer

Senior AMS Support

Experience:

7+ Years

Location:

Hyderabad

Mode:
Work From Office

Note:

Shortlisting in L1 will require candidates to be present for a mandatory face‑to‑face L2 interview at one of the designated locations:
Hyderabad, Bengaluru, or Chennai.

Key Responsibilities:

We are seeking an experienced Shift Lead – AMS Application Support to lead a team of 12 offshore support engineers in a 24/7 production support environment. The ideal candidate will be responsible for shift operations, incident management, customer coordination, and ensuring SLA adherence across all support activities.

Experience

· 5 to 6 years of relevant experience in Application Maintenance & Support (AMS) or Production Support

· Prior experience leading or mentoring teams in a 24/7 support model will be a plus

Shift & Work Schedule

Rotational shifts:

6:00 AM – 3:00 PM IST

1:00 PM – 10:00 PM IST

Weekend support on an occasional basis

Compensatory off (Comp-Off) will be provided

Role requires flexibility based on application criticality and business needs

Technical Skills (Must Have)

· PostgreSQL

· Service Now (Incident, Problem, Change Management)

· AWS (basic monitoring and troubleshooting knowledge)

· Dynatrace (Grail) – monitoring, alerts, and diagnostics

· UNIX / Linux

· Batch & job monitoring

· Production alert monitoring and analysis

Key Responsibilities:

Operational & Support Responsibilities

· Lead end-to-end application support operations across assigned shifts

· Monitor alerts, jobs, and system health using Dynatrace and other monitoring tools

· Analyze, prioritize, and resolve incidents and service requests within defined SLAs

· Actively work on Service Now tickets (incidents, service requests, problems)

· Participate in and manage war room calls during major incidents (P1/P2)

· Perform initial impact assessment, troubleshooting, and escalation management

· Ensure proper root cause analysis (RCA) and documentation for recurring issues

Leadership & Coordination

· Manage and guide a team of 12 offshore support members

· Allocate work, track deliverables, and ensure shift coverage

· Conduct shift handovers with clear documentation

· Mentor team members and ensure adherence to support processes

· Ensure compliance with ITIL standards and organizational policies

Customer & Stakeholder Communication

· Attend daily stand-up calls with:

Customer stakeholders

Internal support teams

· Provide clear, timely, and professional communication during incidents

· Prepare and share shift reports, incident summaries, and status updates

Essential Skills

· Strong incident management and troubleshooting skills

· Excellent verbal and written communication skills

· Ability to work in high-pressure, business-critical environments

· Strong ownership mentality and proactive approach

· Good knowledge of ITIL processes.

Thanks & Regards

Tanaya | Sonata Software Ltd.

Talent Acquisition Specialist

Email : mohana.