- Kuala Lumpur Federal Territory Malaysia
Tap Growth Ai Hiring! Full Time AMS Service Lead SPOC in Federal Territory - Ricebowl
Share
Save
Working Location
Job Description
Responsibilities
Role Summary
Act as the primary client-facing SPOC for Application Management Services (AMS). Ensure service delivery meets SLAs, manage escalations, and drive continuous improvement in support operations.
Key Responsibilities
Act as the primary client-facing SPOC for Application Management Services (AMS). Ensure service delivery meets SLAs, manage escalations, and drive continuous improvement in support operations.
Key Responsibilities
- Own the AMS service delivery process – incidents, service requests, problem management.
- Lead weekly/monthly service reviews with clients and internal teams.
- Manage ticket aging, resource allocation, and shift handovers.
- Identify recurring issues and drive root cause analysis.
- Coordinate with functional, technical, and infrastructure teams.
- 6+ years in IT service management, with at least 3 years in AMS leadership role.
- ITIL v3/v4 Foundation certification.
- Experience with PeopleSoft or similar ERP support.
- Strong reporting skills (KPIs, SLAs, CSAT).
- Experience with ServiceNow or Jira Service Management.
Important Information
Never provide your bank or credit card details when applying for jobs. Do not transfer any money or complete unrelated online surveys. If you see something suspicious, Report this Job ad.
Learn More
