Job Title:  Manager | Solution Architect | Bengaluru | Engineering | Platform Development & Integration

 Manager | Engineering | Production Support (AMS) Solution Lead

Location: Bengaluru / Hyderabad / Gurgaon / Mumbai

The Team

Engineering helps empower and drive mission-critical solutions whether we need to modernize existing systems or implement new technology products and platforms. Through innovation, we improve financial performance, accelerate new digital businesses and fuel growth. Learn more about Engineering, AI and Data

Your Work Profile

• Lead Application Maintenance & Support (AMS) engagements across multiple enterprise applications, platforms, and technologies, ensuring operational stability and service excellence.
• Own end-to-end service delivery, including SLA and KPI management, application availability, incident resolution, problem management, and customer satisfaction.
• Establish support operating models, governance frameworks, transition strategies, and service management processes for new applications and services.
• Drive major incident management, root cause analysis (RCA), problem management, and implementation of preventive and corrective actions.
• Manage and mentor L1, L2, and L3 support teams, including workforce planning, capability development, and performance management.
• Collaborate with business stakeholders, client leadership, development teams, cybersecurity teams, and infrastructure teams to ensure application reliability and operational readiness.
• Identify automation opportunities and leverage AI, AIOps, DevOps, and process optimization initiatives to improve operational efficiency and reduce support costs.
• Monitor service performance, prepare executive-level dashboards and reports, and conduct governance and service review meetings with stakeholders.
• Ensure compliance with ITIL best practices, security standards, audit requirements, regulatory obligations, and organizational policies.
• Support pre-sales and pursuit activities by defining AMS solutions, creating staffing models, developing SLAs, preparing effort estimates, and contributing to pricing strategies.
• Lead service improvement initiatives focused on operational excellence, customer experience, system reliability, and cost optimization.
• Drive global support delivery models, including 24x7 operations, service transition, knowledge management, and support transformation programs.

Key Skills Required

• Education - Any Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 10+ years of experience in Application Support, Production Support, Application Management Services (AMS), IT Operations, or Service Management.
• Proven experience leading large-scale production support teams and managing enterprise application support environments.
• Strong understanding of ITIL processes, including Incident Management, Problem Management, Change Management, Release Management, Service Level Management, and Knowledge Management.
• Experience designing and managing support operating models, governance frameworks, and service delivery organizations.
• Hands-on experience with monitoring, observability, automation, and ticketing platforms such as ServiceNow, Dynatrace, AppDynamics, Splunk, Datadog, Grafana, or similar tools.
• Exposure to cloud platforms including AWS, Microsoft Azure, and Google Cloud Platform (GCP).
• Experience with AIOps, DevOps, Site Reliability Engineering (SRE), service automation, and intelligent operations practices.
• Strong stakeholder management, client engagement, leadership, communication, and presentation skills.
• Experience managing global support delivery models and 24x7 support operations.
• Ability to lead cross-functional teams, drive operational excellence, and manage complex client environments.
• ITIL Foundation/Expert certification and cloud certifications preferred.