AMS Lead

2 days ago

Singapore KRIS INFOTECH PTE. LTD. Full time $90,000 - $120,000 per year

Job Description:

AMS Delivery & Operations:

  • 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.

Client & Stakeholder Management:

  • 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.

Team & Vendor Coordination:

  • 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.

Continuous Improvement & Enhancements:

  • 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.
  • 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.

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