Area(s) of responsibility • Required Skills & Experience • 7–9 years of experience in AMS / Managed Services Delivery • Proven experience in leading AMS engagements (support + enhancements) • Strong understanding of ITIL processes (Incident, Problem, Change Management) • Experience with SLA/KPI management and governance frameworks • Hands-on experience in ticket management tools (ServiceNow, Jira, Remedy) • Experience working as Scrum Master / Project Manager in Agile environments • Strong analytical skills for KPI tracking and service optimization Preferred Skills • Certification in Scrum (CSM/PSM) or PMP/Prince2 • Experience in automation and ticket reduction initiatives • Exposure to DevOps / CI-CD / cloud-based support models • Knowledge of service delivery dashboards and reporting tools Soft Skills • Strong leadership and team management • Excellent communication and stakeholder management • Problem-solving and decision-making capabilities • Ability to work in a fast-paced, SLA-driven environment Qualifications • Bachelor’s degree in Computer Science, IT, or related field • Relevant certifications (ITIL, Agile, PMP) preferred Nice-to-Have • Experience managing global delivery models (onsite/offshore) • Exposure to enterprise AMS engagements (SAP, CRM, ERP, etc.)