AMS Lead Job Orlando area,Florida USA,IT/Tech

Mandatory Skills

We need a candidate who has worked on PTC FlexPLM and having retail experience. The person needs to work on the tickets talk to PTC, customer to resolves the issues.

Required

Skills and Qualifications

Own end-to-end AMS delivery across L2/L3 support

Ensure SLA/KPI adherence with regular performance tracking and reporting

Manage incidents & major incidents, including escalation and war room coordination

Drive problem management & RCA to reduce recurring issues

Act as primary stakeholder interface for client/business communication

Lead service governance (daily/weekly/monthly reviews, dashboards)

Manage support teams (onshore/offshore, capacity, shifts, skills)

Ensure application stability & environment management (monitoring, releases, health checks)

Build and maintain knowledge base & documentation, ensuring smooth transitions and support continuity

Skills

ITSM / ITIL expertise – strong knowledge of incident, problem, change management frameworks

Service delivery & SLA management – monitor and drive KPI/SLA performance

Stakeholder management – ability to interface with business, client, and vendors

Incident & RCA capability – lead issue resolution and root cause analysis

Team leadership – manage global (onshore/offshore) support teams

Application support knowledge – understanding of L2/L3 support models and enterprise apps

Analytical & problem-solving skills – analyse ticket trends, recurring defects, and performance gaps

Communication skills – clear reporting, executive updates, and escalation handling

Continuous improvement mindset – drive automation, optimisation, and productivity initiatives

Knowledge management & documentation – maintain KEDB, SOPs, and reusable solutions

Technical Knowledge of Retail PLM application (FlexPLM/Centric/Bamboo Rose/DeSL etc.)

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