AMS Lead

AMS Lead

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. The expectation from the customer is also the same. So, request you to please look for similar profiles

Job Description

• 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)
• Drive continuous improvement & automation initiatives
• 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)