Remote – client based in Grand Rapids, MI
Criminal and DT must be cleared for onboarding
CTS/Spartan
Required Skills:
• 8–12+ years of IT experience with strong focus on Application Support / AMS.
• 3+ years in a Lead / Onsite client-facing role.
• Manhattan/ McLeod Transportation Management System (TMS) applications.
• Strong knowledge of ITIL processes and production support operations.
• Experience with ticketing tools (ServiceNow, JIRA, Remedy, etc.).
• Excellent client communication, stakeholder management, and leadership skills.
• Ability to work in fast-paced/deadline-driven production environments.
Job Description:
• The Support / AMS Lead – Onsite is responsible for managing end-to-end application support services at the client location. This role acts as the single point of contact for production support, ensuring SLA adherence, effective stakeholder communication, and seamless coordination with offshore support teams to deliver stable and efficient operations.
• Serve as SPOC for all AMS and application support activities onsite.
• Lead Incident, Service Request, Problem, and Change Management as per ITIL.
• Ensure adherence to SLAs, OLAs, and contractual commitments.
• Manage major incidents, drive RCA, and implement preventive actions.
• Coordinate with offshore teams to ensure timely issue resolution.
• Conduct service governance meetings, operational reviews, and status reporting.
• Track and report KPIs and service metrics (MTTR, backlog, availability, etc.).
• Support releases, deployments, and post-production validation.
• Identify opportunities for automation, optimization, and continuous improvement.
• Should be able to travel to Grand Rapids, Michigan three days in a row each month.
Additional information:
• Having good knowledge in Transportation Management System
• Production support led experience to handle P1/P2 defects.
• Proven Experience on Application implementation practices and procedures leading/supporting processes with desire for simplification
