AMS Executive

AMS Executive

Individuals who demonstrate strong ownership and accountability and having relevant experience in handling enterprise / business application ITSM.

Service Management:

. Ensure compliance with company policies, security standards, and regulatory requirements and process.

. Assist in gathering information to support LOB applications related audit.

. Perform periodic / ad-hoc services work in accordance with the Standard Operating Procedure (SOP) as required for LOB system operation.

Incident and Problem Management:

. Ensure application support services meet SLA (Service Level Agreement)and KPI (Key Performance Indicator) targets.

. Oversee and contribute to investigation and resolution of complex application issues.

. Conduct root cause analysis and implement corrective actions to prevent recurrence.

. Coordinate with other IT teams and vendors as necessary to resolve issues.

. Coordinate with vendors and advanced support / escalation when required to ensure the SLA (Service Level Agreement) and KPI (Key Performance Indicator)is within target.

Change and Release Management:

. Validate and provide assessment details any change and release request, ensure changes are properly documented and coordinate on the approval based on priority.

. Coordinate and oversee approved service / change request till its completion.

. Manage the coordination for deployment of application updates, patches and periodic maintenance activity.

. Coordinate the communication with stakeholders on the downtime /maintenance request.

. Perform application validation after schedule activities or release asper required.

Reporting and Documentation:

. Maintain detailed documentation of application support operation manual, processes, and procedures.

. Ensure accurate and up-to-date records of all incidents and resolutions.

. Maintain and update schedule of periodic activity and initiate or coordinate to initiate the periodic activity (i.e.: user access review request ,server patching, cert renewal, DR rehearsal, account expiry renewal, etc.)