Senior Project Manager

Job Description

Senior Project Manager

Bengaluru, Karnataka

Job Summary

The AMS Manager owns end-to-end Application Management Services across the full Order Management System (OMS) platform landscape, acting as the single point of accountability for incident, problem, and change management. The role bridges L1/L2 support operations with L3 engineering, drives adherence to the Zero-Critical-Incident Release Framework, and is the primary escalation owner for major incidents impacting the clients order management ecosystem.

Key Responsibilities

Incident & Problem Management

• Own P1-P4 incident classification, escalation, and resolution across all platforms per the Major Incident Communication Plan.
• Drive root cause analysis and problem management for recurring issues, partnering with L3 engineering SMEs.
• Ensure runbooks, rollback procedures, and escalation ladders are current and executed correctly during incidents.

Release & Change Governance

• Own Gate 4/5 of the five-gate release lifecycle: go-live monitoring and post-release stability.
• Participate in Go/No-Go decisions, applying risk-tiering criteria and DORA metrics.
• Coordinate change windows across all in-scope OMS platforms to avoid conflicting releases.

Team & Operations Leadership

• Lead L1 triage and L2 platform support leads; manage staffing, shift coverage, and skill development.
• Own SLA/OLA performance and report against contracted service levels to client stakeholders.
• Drive continuous improvement initiatives: observability adoption, AI tooling for support/triage, and automation of L1/L2 tasks.

Stakeholder Management

• Serve as the AMS escalation point of contact for client stakeholders on live-service matters.
• Provide regular service health reporting: incident trends, SLA compliance, and improvement roadmap progress.
• Represent AMS in strategic partnership reviews and release governance forums.

Skill Requirements

12-15+ years in IT service delivery/AMS, with at least 5 years managing multi-platform application support in a large enterprise landscape.

• Proven experience running ITIL-based incident, problem, and change management at scale.
• Strong stakeholder management experience with enterprise retail or supply chain clients; large-scale retail OMS exposure strongly preferred.
• Working knowledge of observability tooling (OpenTelemetry, distributed tracing) and DORA metrics.
• Experience managing distributed/matrixed teams spanning L1 through L3 support tiers.
• Familiarity with order management platforms and integration patterns (OMS, ERP, POS integrations) is a strong plus.

Other Requirements

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Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.