Overview

The AMS Manager ensures the resolution of technical issues in steady-state applications. They lead a team that performs prioritization, workload, root cause analysis, and technical troubleshooting. The manager coordinates effectively with Client Services to provide second-level support. They also oversee minor application patching, enhancements, and development upgrades. Incident, Problem, and Change Management are key processes directed by this role. They utilize platforms like ServiceNow to resolve issues within established service levels. The manager ensures problems have corrective action plans to prevent repeat occurrences. They rigorously validate all change management requirements to protect the production environment.

Primary Responsibilities Part I