Job Title: Project Manager_ Producton Support
Location: Markham, ON Hybrid / Onsite (as applicable)
Years of Experience: 12 to 18 Years
Role Overview Technical Support Project Manager to lead the AMS tower across distributed support teams covering .NET, Java, SaaS platforms, COBOL, DB2, CICS, SUPRA, VSAM, mainframe, and AS/400 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, and AS/400 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+ years of experience in AMS, application support, technical project management, or delivery management.
Experience managing distributed onsite offshore or multi location support teams.
Robust 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, and AS/400 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 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.
Salary Full-time: The Salary range for this role is CAD 170k – CAD 190 k per annum including any bonuses or variable pay. Tech Mahindra also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law).
10+ years 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, and AS/400 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, Bachelor degree in Computer Science, IT, Engineering, or related discipline.

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📌 Project Manager - Production Support (Ontario)
🏢 Tech Mahindra
📍 Ontario