Skills

Communication Leadership SQL ServiceNow Change Management Architecture Application Architecture .NET

Job Specifications

We are in need of a Senior Lead with good experience in leading AMS/Production support engagements with Insurance domain

Please Note: No VISA Sponsorship

Years of experience needed –

8-10 years in service delivery, IT operations, or a similar role

Skills required:

.NET, SQL

Preferrable experience in working with Subscribe, a PAS System (Policy Administrative System).

Incident/Service Request/Problem/Change Management

Release Management

Good understanding on AMS metrics like SLA/MTTA/MTTR

Take end-to-end ownership of Major and High Priority (P1/P2) incidents from identification through resolution and

closure.

Lead real-time incident bridges (technical and management) involving multiple support teams, vendors, and

stakeholders.

Ensure timely communication and updates to stakeholders and leadership during major incidents.

Coordinate with technical teams to drive quick resolution, root cause identification, and service restoration.

Log, track, and document all incident activities using ITSM tools (e.g., ServiceNow, BMC Remedy).

Ensure proper escalation procedures are followed, and technical/management escalations are handled effectively.

Work with Problem Management to ensure Root Cause Analysis (RCA) is completed and preventive actions are

tracked to closure.

Analyze incident trends and recommend service improvements to reduce future major incidents.

Participate in change and risk review boards to ensure incident learnings are applied proactively.

Contribute to continuous improvement of the Major Incident Management process, documentation, and

communication standards.

Proven track record in managing critical / high-severity IT incidents in complex, enterprise environments.

Solid understanding of IT infrastructure, application architecture, and cloud environments.

Strong knowledge of ITIL framework – ITIL Foundation certification (good to have).

Experience with ITSM tools such as ServiceNow, Remedy, or equivalent.

Ability to make decisions and lead under pressure in a high-stakes environment.

Good to have Insurance domain knowledge

Lead the team on day to day operations

Experience working on COTS products

Interested aspirants can share their CV / queries to anita.gokul@alphayotta.com

About the Company

AlphaYotta provides a variety of innovative and comprehensive IT solutions. We deliver quality services in the most efficient way, and our experts will work collaboratively with you to customise our offerings to your particular needs. Book a meeting with one of our consultants to hear more about how we can assist your operation. Know more