Description

Lead the AMS team to ensure high service levels and efficient technical support delivery in a retail environment.

This role is on-site.

Responsibilities

• Coordinate and supervise the AMS team, providing technical guidance, training, and mentorship to junior members.
• Manage Level 2 support requests, maintenance tasks, and ticket lifecycles to ensure timely and accurate resolution.
• Interface directly with clients to manage expectations and provide regular progress updates on service requests.
• Monitor KPIs and service reporting to ensure strict adherence to established SLAs.
• Collaborate with product development and delivery teams to resolve complex technical issues and optimize support processes.

Required Skills

• 5+ years of experience in application support or IT service management, ideally within AMS or Retail environments.
• Proven experience in team management and personnel development.
• Technical proficiency in Java and SQL.
• Experience managing service requests, maintenance tasks, and technical troubleshooting.
• Strong ability to prioritize activities and manage time effectively in a support environment.
• Demonstrated capability in client relationship management and stakeholder communication.
• Ability to analyze technical requests and monitor team performance metrics.

Preferred Skills

• Any Graduate degree.

Key Skills

Education

Any Graduate