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.)