Application management / Production Support Auburn Hills, MI Full time

  • PMC,
  • Auburn Hills, MI
  • 1 week ago
helpdesk, call center, ticketing, Agile, ticketing system, operation support, SLAs
Full Time
Depends on Experience

Job Description

This is Hari Recruitment Lead from Product Modelling Corp (PMC). We are in business since 1985,

PMC has been a leading provider of digital manufacturing, engineering, supply chain, and operations productivity solutions.

We are currently hiring for the below Job opportunity for our direct client.   


Job ID: 11136

Location:  Auburn Hills, MI

Job Description:


Role Responsibilities:

The Digital AMS Team Lead role will own and drive technical support and maintenance activities on large scale advanced customer facing digital platforms to ensure that service level agreements and customer support objectives are accomplished. This technical leadership role requires broad understanding of multiple technologies, excellent problem solving skills, service management best practices, strong time management and exceptional communication skills. The Digital AMS Manager is the “go to” person for achieving the delivery of operational service levels to customers of digital customer-facing applications.

  • Responsibilities include technical management, application management and operations management for staff and vendors engaging in the day-to-day support of systems.
  • Monitors all problems and balances between service reliability and cost.
  • Responsible for day to day operations of portals, reservations systems for electric vehicle launches, and coordinating with internal and external organizations for support of related applications
  • Ensuring that the agreed IT services are met or exceeded
  • Integration and coordination with multiple internal and external organizations to ensure that the required levels and quality of service are achieved as defined;
  • Producing and maintaining a list of standard IT service options, processes and agreements
  • Ensuring that appropriate IT service continuity plans have been made to support the business and its continuity requirements;
  • Drive and reduce the number and severity of incidents and problems on the business
  • Manage the development of small changes and maintenance to applications
  • Ensure that standardized methods and procedures are used for efficient handling of all system changes
  • Manage and control the installation of changes to IT systems
  • Effectively manage expectations of the customer during the planning and rollout of new releases
  • Direct the day-to-day activities of 3-to-5 subject matter experts (SMEs) to balance small development projects, expert consulting provided to larger projects and resolving severity 2 and 3 incidents
  • Act as a trusted “technical” advisor and “go to person” for the process owners for application management and supporting technologies.
  • Collaborate with business owners to develop operational and support plans
    Technical experience 5 - 10 years
    Education - Technical Bachelor degree required, Masters preferred


URGENT NEED: Ideal candidate must come from background of operation support issues (coming through helpdesk, call center, ticketing system). Responsible to ensure issues get close. . Coming from Product management role. Talking with leadership on trends and ideas on the platform. Leading development. Experience in digital background is a plus. Cross team leadership current/ past experience is a must.

Technical skills:

react platform, JS in the open source space, reddux, Json. Java script framework, Graph QL, Agile background.

Less technical/less hands on but excellent leader and manager of a team.

Someone who can take ownership of SLA’s.

IT Project Management background that have taken through entire delivery phase and after launch and stay with the product through the support side would be ideal.

ITIL certification is a plus! Will be working remotely for some time .

May need to come into office from time to time

Dice Id : 10341964
Position Id : 6582522
Originally Posted : 2 months ago
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