BAU Support Service Lead (bilingual)

Key Responsibilities

• Lead and manage Application Management Services (AMS) and production support operations across multiple applications and services.
• Own service delivery performance, ensuring adherence to agreed SLAs, KPIs, and operational commitments.
• Drive Incident, Problem, Change, and Service Request Management processes to maintain service stability and business continuity.
• Lead Root Cause Analysis (RCA) activities and establish effective production support governance frameworks.
• Drive Problem Management initiatives to identify, track, and eliminate recurring issues through permanent corrective actions.
• Monitor service performance, analyze operational trends, and implement continuous service improvement initiatives.
• Identify and implement opportunities for automation, process optimization, and AI-assisted support capabilities to improve efficiency and reduce operational overhead.
• Conduct regular service reviews and provide operational reporting to business and IT leadership teams.
• Manage stakeholder communications, escalations, and customer expectations while ensuring high levels of client satisfaction.
• Collaborate with development, infrastructure, and business teams to ensure seamless transition of applications from project delivery into ongoing support.
• Ensure compliance with operational standards, security requirements, audit controls, and organizational governance policies.
• Support and promote Agile, Scrum, ITIL, and traditional service delivery methodologies across support engagements.
• Lead onsite, offshore, and nearshore support teams to ensure effective service delivery and operational excellence.

Must-Have Requirements

• 8-12+ years of experience leading Application Management Services (AMS) and Application Support engagements within enterprise environments.
• Strong client-facing experience with Japanese stakeholders, including executive-level communication and relationship management.
• Proven experience managing global delivery models involving onsite, offshore, and distributed support teams.
• Strong expertise in ITIL-based Service Management and support operations.
• Hands-on experience managing Incident, Problem, Change, and Service Request Management processes.
• Proven track record of driving service excellence while meeting or exceeding SLA and KPI commitments.
• Experience conducting Root Cause Analysis (RCA) and implementing production support governance frameworks.
• Strong stakeholder management, escalation management, and communication skills.
• Experience managing operational risks, service improvements, and support process optimization initiatives.
• Strong understanding of application support lifecycles, release management, service transition, and operational governance.

Nice-to-Have Requirements

• Experience within the Banking, Financial Services, and Insurance (BFSI) sector, particularly the Insurance domain.
• Exposure to Azure Data Platform, Azure services, SQL Server, and cloud-based enterprise applications.
• Experience supporting Data & Analytics platforms, data integration solutions, and business-critical production environments.
• Experience managing large-scale support teams and multi-vendor delivery ecosystems.
• Strong understanding of monitoring tools, DevOps practices, automation frameworks, and operational analytics.
• ITIL Foundation, ITIL Intermediate, or higher-level certifications.
• Agile/Scrum certifications and experience working in Agile or DevOps-driven environments.
• Exposure to AI-enabled service management tools, intelligent automation, and predictive support capabilities.