Technical Support Lead

Job summary

Lead end-to-end AMS delivery across distributed support teams covering modern and mainframe technologies. Manage incident, problem, and change processes while ensuring SLA adherence and continuous service improvement.

Job details

Benefits: Dental insurance Health insurance Vision insurance We are looking for L1/L2 Production Support experience Experienced Technical Support Project Manager to lead the AMS tower across distributed support teams covering .NET, Java, SaaS platforms, COBOL, DB2, CICS, SUPRA, VSAM, mainframe technologies. Responsible for service stability, SLA adherence, incident/problem management, stakeholder governance, and continuous improvement. Key Responsibilities Lead end-to-end AMS delivery across modern, SaaS, mainframe, application support teams. Manage incident, problem, change, service request, and escalation processes to ensure timely resolution and business continuity. Track SLAs, KPIs, ticket trends, backlog, MTTR, recurring issues, and service availability. Coordinate with onsite, offshore, client, vendor, and internal teams for effective support coverage. Drive governance reviews, operational reporting, RCA, corrective actions, and continuous service improvement. Oversee resource planning, shift coverage, knowledge management, transition, and stabilization activities. Required Skills and Experience 10+ of experience in AMS, application support, technical project management, or delivery management. Experience managing distributed onsite-offshore or multi-location support teams. Strong understanding of ITIL-based incident, problem, change, release, and service level management. Working knowledge of .NET, Java, SaaS applications, COBOL, DB2, CICS, SUPRA, VSAM, mainframe, platforms. Experience with production escalations, bridge calls, RCA preparation, dashboards, and ITSM tools such as ServiceNow, Jira, Azure DevOps, or Remedy. Strong stakeholder management, communication, planning, prioritization, and reporting skills. Preferred Qualifications Bachelor’s degree in Computer Science, IT, Engineering, or related discipline. ITIL certification preferred; PMP, CSM, or equivalent certification is an advantage. Experience in insurance, banking, financial services, or regulated enterprise environments preferred. Exposure to automation, monitoring, observability, modernization, or service improvement initiatives is a plus.

What you’ll do

Lead end-to-end AMS delivery across distributed support teams covering modern and mainframe technologies. Manage incident, problem, and change processes while ensuring SLA adherence and continuous service improvement.

Requirements

Requires over 10 years of experience in application support or technical project management with strong ITIL knowledge. Proficiency in .NET, Java, SaaS, and mainframe technologies is essential, along with experience in distributed team management.

Benefits

• Dental insurance
• Health insurance
• Vision insurance

Listed skills

• .NET · Preferred
• Java · Preferred
• COBOL · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• AMS delivery
• Technical project management
• Incident management
• Problem management
• ITIL
• Service level management
• .NET
• Java
• SaaS
• COBOL
• DB2
• CICS
• SUPRA
• VSAM
• Mainframe
• ServiceNow
• Service Improvement
• Observability
• Azure DevOps
• Java (Programming Language)
• .NET Framework
• Technical Support
• JIRA
• Automation
• Business Continuity
• Dashboard
• Management
• Customer Information Control System (CICS)
• Software As A Service (SaaS)
• COBOL (Programming Language)
• Communication Planning
• Computer Science
• Continuous Improvement Process
• IBM DB2
• Financial Services
• Governance
• ITIL 4
• IT Service Management
• ITIL Certifications
• Key Performance Indicators (KPIs)
• Knowledge Management
• Project Management
• Operational Reporting
• Project Management Professional Certification
• Problem Management
• Resource Planning
• Service Improvement Planning
• Service Level Management
• Stakeholder Management
• Virtual Storage Access Methods

Job areas

• Technology
• Management & Leadership
• Customer Service & Support
• Software
• Consulting
• Technical Support Lead
• Technical Support Manager / Supervisor
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists

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