AMS Innovation and Improvement Manager
Core
Drive operational excellence, continuous improvement, and innovation across L1/L2 Production Support teams in Application Managed Services (AMS) to reduce noise, improve SLA adherence, and accelerate resolution times.
Role type
Senior IC Operations Improvement Lead (AMS)
Builds
Optimized workflows, automated processes, and standardized operations for client IT infrastructure
Domain
IT Infrastructure Management / Application Managed Services
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Six Sigma (Green Belt or above), ITSM (ServiceNow), incident/problem management, RCA, process re-engineering, stakeholder management, change management, KPI definition, automation strategy
Preferred skills
ITIL v3/v4, Agile/DevOps, AIOps, scripting/automation frameworks
Technologies
ServiceNow, ITOM, RPA, Intelligent Automation
Responsibilities
Develop and execute strategic improvement initiatives; Establish Six Sigma-driven team structures; Embed ITIL/ITSM best practices; Coach and mentor L1/L2 support teams; Lead change management for new processes; Define and track KPIs (SLA, MTTR, incident backlog)
Seniority
Senior, hands-on IC
