AMS Production Lead

Require a Senior Lead with good experience in leading AMS/Production support engagements with Insurance domain (London Lloyds Market)

Years of experience needed -

8-10 years in service delivery, IT operations, or a similar role

Skills required:

.NET, SQL

Preferrable experience in working with Subscribe, a PAS System (Policy Administrative System).

Incident/Service Request/Problem/Change Management

Release Management

Good understanding on AMS metrics like SLA/MTTA/MTTR

Take end-to-end ownership of Major and High Priority (P1/P2) incidents from identification through resolution and closure.

Lead Real Time incident bridges (technical and management) involving multiple support teams, vendors, and stakeholders.

Ensure timely communication and updates to stakeholders and leadership during major incidents.

Coordinate with technical teams to drive quick resolution, root cause identification, and service restoration.

Log, track, and document all incident activities using ITSM tools (eg, ServiceNow, BMC Remedy).

Ensure proper escalation procedures are followed, and technical/management escalations are handled effectively.

Work with Problem Management to ensure Root Cause Analysis (RCA) is completed and preventive actions are tracked to closure.

Analyze incident trends and recommend service improvements to reduce future major incidents.

Participate in change and risk review boards to ensure incident learnings are applied proactively.

Contribute to continuous improvement of the Major Incident Management process, documentation, and communication standards.

Proven track record in managing critical/high-severity IT incidents in complex, enterprise environments.

Solid understanding of IT infrastructure, application architecture, and cloud environments.

Strong knowledge of ITIL framework - ITIL Foundation certification (good to have).

Experience with ITSM tools such as ServiceNow, Remedy, or equivalent.

Ability to make decisions and lead under pressure in a high-stakes environment.

Good to have Insurance domain knowledge

Lead the team on day to day operations

Experience working on COTS products

Behavioural Skills:

• Excellent verbal and written communication skills, with experience presenting to leadership.
• Willingness to support Oncall

Preferred Qualifications

Bachelor's degree in B.E, B Tech, MBA or related field