This position is responsible for leading the operational excellence, governance, and continuous improvement of AMS Incident and Problem Management processes. The role develops and oversees proactive monitoring, analytics, and performance management capabilities designed to identify, prevent, and mitigate production issues before they impact business operations.
Working closely with business stakeholders, technology teams, and external vendors, this leader reviews and analyzes maintenance performance metrics, operational trends, and service-level performance to identify risks, drive root-cause remediation, and improve overall system stability. The position provides strategic oversight of Incident and Problem Management activities, ensuring effective processes, controls, and escalation procedures are in place to support reliable service delivery.
A key responsibility of the role is driving a culture of continuous improvement by leveraging operational insights, performance data, and industry best practices to enhance service quality, reduce recurring incidents, and strengthen platform resilience. The position also maintains accountability for the end-to-end resolution of Severity 1 and Severity 2 incidents, as well as any critical issues escalated by vendors, ensuring timely communication, coordinated response efforts, and successful restoration of services.
Through strong leadership, cross-functional collaboration, and data-driven decision-making, this role helps ensure the stability, performance, and continuous optimization of AMS-supported applications and services while minimizing business disruption and operational risk.