Job Title

Senior AMS SupportExperience: 7+ YearsLocation: HyderabadMode: Work From OfficeNote: Shortlisting in L1 will require candidates to be present for a mandatory face‑to‑face L2 interview at one of the designated locations: Hyderabad, Bengaluru, or Chennai.Key Responsibilities: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· 5 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 plusShift & Work ScheduleRotational shifts:6:00 AM – 3:00 PM IST1:00 PM – 10:00 PM ISTWeekend support on an occasional basisCompensatory off (Comp-Off) will be providedRole requires flexibility based on application criticality and business needsTechnical 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 analysisKey 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 issuesLeadership & 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 policiesCustomer & Stakeholder Communication· Attend daily stand-up calls with:Customer stakeholdersInternal support teams· Provide clear, timely, and professional communication during incidents· Prepare and share shift reports, incident summaries, and status updatesEssential Skills· Strong incident management and troubleshooting skills· Excellent verbal and written communication skills· Ability to work in high-pressure, business-critical environments· Strong ownership mentality and proactive approach· Good knowledge of ITIL processes.Thanks & RegardsTanaya | Sonata Software Ltd.Talent Acquisition SpecialistEmail : mohana.sritanaya@