Key Responsibilities

- Lead end to end AMS delivery across up-to-date, 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.
- 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.
- 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.

📌 Project Manager (Markham)
🏢 TechDoQuest
📍 Markham