Incident project manager

Overview

On Site
Depends on Experience
Contract - W2
Contract - 12 Month(s)

Skills

Incident Project manager
AMS Lead
Application management services
change management
problem management
IT Service management

Job Details

Job Title: Incident PM

Location: Winston Salem, NC (Hybrid)

Duration: 12+ months

Job Description:

Seeking an experienced AMS Lead to oversee the delivery and operations of application support services for an apparel CPG account. The ideal candidate will have a strong background in IT service management, incident/problem/change management, and team leadership. Candidate will be responsible for ensuring SLA adherence, continuous service improvement, and client satisfaction.

Key Responsibilities:

  • Lead and manage the AMS team to deliver high-quality support services across multiple applications.
  • Serve as the primary point of contact for client stakeholders for all AMS-related activities.
  • Ensure adherence to SLAs, KPIs, and other contractual obligations.
  • Manage incident, problem, change, and release management processes.
  • Drive root cause analysis and implement preventive measures.
  • Monitor and report on service performance, trends, and improvement opportunities.
  • Coordinate with development, infrastructure, and business teams for issue resolution and enhancements.
  • Manage resource planning, onboarding, and skill development.
  • Identify automation and optimization opportunities to improve efficiency.
  • Ensure compliance with ITIL processes and security standards.

Required Skills & Qualifications:

  • Bachelor s degree in Computer Science, Information Technology, or related field.
  • 12+ years of experience in IT, with at least 3 years in an AMS leadership role.
  • Strong understanding of ITIL framework and service management tools (e.g., ServiceNow, Remedy).
  • Experience managing support for enterprise applications (SAP, Oracle, Salesforce, custom apps, etc.).
  • Excellent communication, stakeholder management, and team leadership skills.
  • Ability to work in a global delivery model with onshore/offshore coordination.

Preferred Qualifications:

  • ITIL v3/v4 Foundation or higher certification.
  • Experience with Agile/DevOps environments.
  • Exposure to cloud platforms (AWS, Azure, Google Cloud Platform) and modern monitoring tools.
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