AMS Lead

About the role

We need a candidate who has worked on PTC FlexPLM and has retail experience. The person will work on tickets, coordinate with PTC and the customer to resolve issues, and serve as the primary stakeholder interface for client and business communication.

Responsibilities

• Own end-to-end AMS delivery across L2/L3 support
• Ensure SLA/KPI adherence with regular performance tracking and reporting
• Manage incidents and major incidents, including escalation and war room coordination
• Drive problem management and 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 and automation initiatives
• Manage support teams (onshore/offshore, capacity, shifts, skills)
• Ensure application stability and environment management (monitoring, releases, health checks)
• Build and maintain knowledge base and documentation, ensuring smooth transitions and support continuity

Requirements

• ITSM / ITIL expertise with strong knowledge of incident, problem, and change management frameworks
• Service delivery and SLA management — monitor and drive KPI/SLA performance
• Stakeholder management — ability to interface with business, client, and vendors
• Incident and 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 and problem-solving skills — analyze ticket trends, recurring defects, and performance gaps
• Communication skills — clear reporting, executive updates, and escalation handling
• Continuous improvement mindset — drive automation, optimization, and productivity initiatives
• Knowledge management and documentation — maintain KEDB, SOPs, and reusable solutions
• Technical knowledge of Retail PLM applications (FlexPLM, Centric, Bamboo Rose, DeSL, etc.)