Job Description
The Application Management Services Lead will be responsible for overseeing the application support and management team. This person is the primary point of contact for Evora customers with AMS contracts for incident management. The lead ensures that the customer receives acknowledgement of Evora’s receipt of incident, enhancement request et cetera. It is the responsibility of the lead to assess tickets and assign work to the appropriate resource(s).
This role includes managing application performance, ensuring high availability, and delivering effective solutions that meet business needs. The ideal candidate will possess strong communication skills, technical expertise, and a deep understanding of application lifecycle management.
- Oversee the delivery of contracted AMS services in accordance with agreed-upon terms.
- Assist in the preparation and management of budgets for application support activities.
- Lead continuous improvement initiatives to optimize service delivery and enhance customer satisfaction.
- Identify opportunities to expand client use of the ServiceNow platform and its capabilities.
- Lead and coordinate the international support project team.
- Foster a collaborative and innovative team culture.
- Monitor and ensure ticket processing adheres to SLA requirements.
- Manage incidents, problems, and change requests, ensuring timely resolution and proper documentation.
- Collaborate with customers to identify issues and enhancement needs, prioritizing support tasks accordingly.
- Lead small enhancement projects, acting as project manager.
- Liaise with development teams to coordinate defect fixes, updates, and application enhancements.
- Monitor and report on application performance and support KPIs.
- Prepare regular status reports for senior management and stakeholders, including resource hours, budget vs. actuals, completed work, and upcoming tasks.
- Support customer Change Management procedures and provide documentation for Change Advisory Board (CAB) review.
- Communicate team availability (e.g., holidays, PTO) to customers regularly.
- Ensure timely completion of team timecards by end of day Friday.
- Bachelor’s degree in Computer Science, Information Technology, or a related field or equivalent years of experience
- Minimum of 5 years of experience in application management, support, or related roles.
- Strong understanding of application lifecycle management and ITIL frameworks.
- Familiarity with cloud technologies, databases, and software development methodologies.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- ITIL, PMP, or relevant application management certifications preferred.
- ServiceNow Certified System Administrator (CSA) preferred.
- Technical understanding and enjoyment of learning the latest technologies
- High degree of customer orientation, as well as enjoyment of working with customers and colleagues
- Experience in IT Service Delivery/Customer Care Management
- Work from Home
- Training & Development Programs (Learning Credits Available for Certifications)
- Competitive Paid Time Off Benefits
- Competitive Salary & Incentive Compensation Program
- Healthcare Plan (Medical, Dental & Vision)
- 401(k) with Employer Match
- Annual company trips in the United States and Globally
- High autonomy with the possibility to implement topics holistically and independently
Job Tags
Full time, Work from home,