AMS Support Engineer

Iflow is Hiring AMS Support Engineer

AMS Support Engineer
Hyderabad

4 to 8 Years

We are seeking an experienced Shift Lead AMS Application Support to lead a team of 12 offshore support engineers in a 24/7 production support environment . The ideal candidate will be responsible for shift operations, incident management, customer coordination, and ensuring SLA adherence across all support activities.

Experience

• 4 to 6 years of relevant experience in Application Maintenance & Support (AMS) or Production Support
• Prior experience leading or mentoring teams in a 24/7 support model will be a plus

Shift & Work Schedule

• Rotational shifts:
  • 6:00 AM 3:00 PM IST
  • 1:00 PM 10:00 PM IST
• Weekend support on an occasional basis
  • Compensatory off (Comp-Off) will be provided
• Role requires flexibility based on application criticality and business needs

Technical Skills (Must Have)

• PostgreSQL
• ServiceNow (Incident, Problem, Change Management)
• AWS (basic monitoring and troubleshooting knowledge)
• Dynatrace (Grail) monitoring, alerts, and diagnostics
• UNIX / Linux
• Batch & job monitoring
• Production alert monitoring and analysis

Key Responsibilities

Operational & Support Responsibilities

• Lead end-to-end application support operations across assigned shifts
• Monitor alerts, jobs, and system health using Dynatrace and other monitoring tools
• Analyze, prioritize, and resolve incidents and service requests within defined SLAs
• Actively work on ServiceNow tickets (incidents, service requests, problems)
• Participate in and manage war room calls during major incidents (P1/P2)
• Perform initial impact assessment, troubleshooting, and escalation management
• Ensure proper root cause analysis (RCA) and documentation for recurring issues

Leadership & Coordination

• Manage and guide a team of 12 offshore support members
• Allocate work, track deliverables, and ensure shift coverage
• Conduct shift handovers with clear documentation
• Mentor team members and ensure adherence to support processes
• Ensure compliance with ITIL standards and organizational policies

Customer & Stakeholder Communication

• Attend daily stand up calls with:
  • Customer stakeholders
  • Internal support teams
• Provide clear, timely, and professional communication during incidents
• Prepare and share shift reports, incident summaries, and status updates