AMS MANAGER (APPLICATION MANAGEMENT SERVICES)

• Proven experience managing Application Management Services (AMS), Application Support, or Software Operations;

• Hands-on experience applying ITIL best practices, including Incident, Problem, Change, and Service Level Management;

• Experience supporting mission-critical applications where downtime directly impacts business operations or revenue;

• Demonstrated ability to coordinate cross-functional teams during major incidents and operational crises;

• Strong experience leading structured Root Cause Analysis (RCA) and preventive action planning;

• Experience managing executive stakeholders and enterprise customer relationships;

• Solid understanding of SaaS architecture, cloud infrastructure, databases, APIs, and systems integration;

• Professional fluency in English (spoken and written);

• Professional fluency in Spanish (spoken and written);

• Ability to perform effectively in high-pressure, mission-critical operational environments.

• Professional proficiency in Portuguese;

• ITIL Foundation or higher-level ITIL certification;

• Experience with enterprise IT Service Management (ITSM) platforms such as ServiceNow, Jira Service Management, or similar tools;

• Experience with monitoring and observability platforms such as Datadog or equivalent;

• Experience supporting multinational or multi-country operations across LATAM;

• Background managing enterprise SaaS environments with strict operational governance;

• Experience implementing Continuous Service Improvement (CSI) practices.

• Strong leadership and cross-functional team coordination skills;

• Excellent communication skills with both technical teams and executive stakeholders;

• Analytical mindset with structured problem-solving capabilities;

• Strong organizational and prioritization skills in high-pressure environments;

• Customer-focused mindset with commitment to service excellence;

• Ability to make sound decisions during critical incidents;

• Accountability and ownership of operational performance and SLA compliance;

• Strong stakeholder management and negotiation skills;

• Proactive attitude with a continuous improvement mindset;

• Adaptability to multicultural and global business environments.