Technical Support Specialist

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

2. Ensure SLA/KPI adherence with regular performance tracking and reporting

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

4. Drive problem management & RCA to reduce recurring issues

5. Act as primary stakeholder interface for client/business communication

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

7. Drive continuous improvement & automation initiatives

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

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

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

Key Responsibilities AMS Lead is responsible for end-to-end support delivery, SLA governance, incident/problem management, stakeholder communication, and continuous improvement of application support services.

1. To troubleshoot and resolve critical and complex tickets.
2. To create the root cause analysis for critical issues/faults (hands on working).
3. To implement any necessary preventive measures to reduce future defects.
4. To provide technical assistance to the team members in resolving customer issues.
5. To execute continuous improvement activities and to improve the team’s performance.

1. ITSM / ITIL expertise - strong knowledge of incident, problem, change management frameworks

2. Service delivery & SLA management - monitor and drive KPI/SLA performance

3. Stakeholder management - ability to interface with business, client, and vendors

4. Incident & RCA capability - lead issue resolution and root cause analysis

5. Team leadership - manage global (onshore/offshore) support teams

6. Application support knowledge - understanding of L2/L3 support models and enterprise apps

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

8. Communication skills - clear reporting, executive updates, and escalation handling

9. Continuous improvement mindset - drive automation, optimisation, and productivity initiatives

10. Knowledge management & documentation - maintain KEDB, SOPs, and reusable solutions

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

3.73.7 out of 5 stars United States $100 an hour