AMS Lead

2 days ago

Central Region, Singapore Jobline Resources Pte Ltd Full time $100,000 - $120,000 per year

Responsibilities


• Lead day-to-day AMS operations for multiple Microsoft Dynamics CRM applications across business units.


• Ensure timely resolution of incidents, service requests, changes, and problem tickets per agreed SLAs.


• Manage environment stability, application health checks, and capacity planning for Dynamics CRM systems.


• Act as the primary point of contact for stakeholders across business and IT for all AMS-related matters.


• Lead regular service reviews, incident trend analysis, and performance reporting with key stakeholders.


• Collaborate with CRM functional leads, business analysts, and development teams to support business objectives.


• Lead and manage onsite/offshore support teams, ensuring effective handovers, communication, and workload distribution.


• Coordinate with third-party vendors and partners involved in Dynamics CRM operations or integrations.


• Identify improvement areas in service delivery, automation, ticket reduction, and root cause elimination.


• Lead minor enhancements, CRs, and optimization projects in coordination with business and technical teams.


• Ensure proper documentation, knowledge base updates, and adherence to governance frameworks.

Requirements


• Bachelor's degree in Computer Science, Information Systems, or a related field.


• 7+ years of experience in IT with at least 3 years in an AMS leadership role.


• Requires strong expertise in Microsoft Dynamics CRM, a deep understanding of banking business processes, and a proven track record of leading cross-functional onshore/offshore support teams.


• Strong hands-on knowledge of Microsoft Dynamics 365 CRM (Customer Engagement), including modules like Sales and Customer Service.


• Experience working in the banking or financial services domain is required.


• Strong understanding of ITIL processes and AMS best practices.


• Proven experience managing support for integrations with core banking systems, third-party apps, and data services.


• Excellent stakeholder engagement, communication, and team leadership skills.

Licence no: 12C6060

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