ASM Team Lead

Responsibilities Lead the ASM team in daily coordination, prioritization, and escalation management. Conduct triage for high visibility incidents, ensuring clear and timely communication with IT and Business. Prioritize incidents and changes together with Business teams and IT capabilities. Manage multi-vendor relationships, ensuring high performance and delivery quality. Review ticket flow per portfolio and monitor RCA, weekly meetings, and performance metrics. Translate business problems into technical requirements to accelerate resolution. Perform code reviews and validate release packages and installation plans. Coordinate operational artifacts: Stability Assessment, knowledge documents, KEDB, and Service Delivery reports. Actively participate in Command Center and Incident/Problem/RCA Management forums. Lead productivity initiatives and preventive maintenance programs. Ensure compliance with processes and controls, applying ITIL/ SDLC best practices. Present monthly results (KPIs/SLAs) to IT and Business leadership. Support operational activities when necessary.

Success Indicators (KPIs) Application availability and stability (uptime). MTTR reduction and incident recurrence reduction. SLA/SLO performance. Change quality (low rollback/post release incident rate). Operational efficiency: backlog reduction, productivity improvements, automation. Internal customer satisfaction (IT/Business).

Mandatory Requirements 8+ years leading IT solution delivery (ASM, AMS, Application Operations, or related fields). Proven experience in critical incident management, prioritization, and executive communication. Experience with multi-vendor environments and enterprise ecosystems (SAP, Oracle, Microsoft). Strong knowledge of ITIL (Incident, Problem, Change, Knowledge) and SDLC. Ability to mentor teams, run operational ceremonies, and present operational metrics. Bachelor’s degree preferred (Computer Science, Systems, Engineering, Business/Finance).