OMP Demand & Supply Planning Architect - TM0011
Hyderabad
Trackmind – Trackmind - TM /
Full-Time /
On-site
We are seeking a proactive and experienced AMS Regional Lead to manage application support services across a global enterprise landscape. The ideal candidate will have a strong foundation in ITSM processes, vendor management, and stakeholder engagement, ensuring the seamless delivery and support of business-critical applications in line with SLAs and ITIL best practices.
Key Responsibilities
- Lead regional AMS operations, ensuring high availability and performance of enterprise applications.
- Drive ITSM-based support services across incident, problem, change, and service request management.
- Manage and coordinate major incidents and critical incident resolution, ensuring minimal business disruption.
- Conduct and lead daily operational calls, aligning internal teams and external vendors for smooth support delivery.
- Oversee vendor performance, ensuring timely resolution, quality deliverables, and adherence to SLAs.
- Ensure accurate and timely escalation management and stakeholder communication.
- Track and report on service performance metrics (SLAs, KPIs), identifying trends and driving continuous improvement.
- Facilitate seamless handover between vendors and internal teams during transitions or escalations.
- Serve as a single point of contact for regional AMS activities, building strong relationships with business and IT stakeholders.
- Provide on-call or extended support during major incidents to ensure business continuity.
Required Qualifications
- Graduate degree in IT, Computer Science, Data, Engineering, Business Administration, or a related field.
- Proficiency in English (verbal and written) is essential.
- Strong experience in ITSM-based application support within a global enterprise environment.
- Proven knowledge of ITIL processes; Incident, Problem, Change, and Service Management.
- Expertise in handling major and critical incidents with composure and efficiency.
- Demonstrated success in vendor management, including performance oversight and escalations.
- Skilled in using ITSM tools (e.g., ServiceNow, BMC Remedy, HP SM).
- Ability to track, analyze, and report on SLAs and KPIs to senior stakeholders.
- Excellent stakeholder management and business communication skills.
- Strong leadership skills with a focus on service quality, delivery assurance, and team collaboration.
- Flexible support for business needs during critical outages or escalated situations, including off-hours support when necessary
₹0 - ₹50 a year
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
