Application Managed Services (AMS) Lead
Autonomize
Austin, TX, USA
Posted on Dec 22, 2025
About Autonomize AI
Autonomize AI is revolutionizing healthcare by streamlining knowledge workflows with AI. We reduce administrative burdens and elevate outcomes, empowering professionals to focus on what truly matters — improving lives. We're growing fast and looking for bold, driven teammates to join us.
The Opportunity
The AMS Lead plays a central role in safeguarding the stability, availability, and day-to-day reliability of Autonomize’s production environments. This role serves as the first responder for production issues, driving clear, end-to-end resolution with a strong sense of ownership, humility, and accountability. The AMS Lead partners closely with product, engineering, and customer teams to ensure smooth production operations and continuously identify opportunities to strengthen system resilience and streamline workflows.
The AMS Lead also manages and mentors a cross-functional team of L2 and L3 engineers across both the Autonomize platform and solution layers. This leader ensures strong technical execution, clear prioritization, and a proactive, customer-centric mindset across all support activities. With an eye on customer accounts, they guide the team to anticipate risks, identify patterns, and uphold a high bar for responsiveness and quality.
In addition, the AMS Lead helps design and mature a scalable support framework that can serve multiple customers across the U.S. This includes establishing a robust onshore–offshore support model, defining clear processes for handoffs, monitoring, and escalation, and ensuring consistent service quality as Autonomize grows.
The AMS Lead is also responsible for providing periodic, transparent reporting to the ELT on customer support performance—highlighting trends, risks, operational metrics, and opportunities to improve customer experience and system reliability. Acting as the primary point of contact for production matters, the AMS Lead builds trust with customers and internal stakeholders through clear communication, operational excellence, and a commitment to delivering exceptional, reliable support at scale.
Key Responsibilities
Incident Management & Production Support
- Serve as the first responder for production incidents, assessing severity, initiating bridges, coordinating communication, and driving resolution.
- Triage incidents by engaging with users, product owners, engineering, and business stakeholders; track, prioritize, and close incidents.
- Act as the primary contact for all production use cases and represent AMS in customer-facing and program-level discussions.
- Oversee continuous monitoring of application dashboards, logs, pipelines, and databases to safeguard system health and prevent customer-impacting issues.
Operational Reporting & Governance
- Publish weekly incident and performance reports including RCA, corrective actions, and service health metrics.
- Provide daily and weekly operations reporting including ticket volumes and SLA/SLO adherence.
- Maintain and enhance operational documentation including run books, SOPs, troubleshooting guides, and knowledge bases.
Release & Change Management
- Plan, coordinate, and oversee new releases or defect fixes across environments ensuring readiness, alignment, and risk mitigation.
- Create, manage, and drive necessary customer approvals in collaboration with product, QA, development, and infrastructure teams.
- Support cutover planning, validation, rollback strategies, and deployment success criteria.
Cross-Functional Collaboration & Continuous Improvement
- Facilitate NOC/war room calls, ensuring clear roles, timelines, and communication expectations.
- Represent Autonomize AMS team in leadership meetings and communicate risks, dependencies, and action plans.
- Provide guidance and feedback on process and product deficiencies periodically for continuous improvement.
Must have Qualifications
- 5–8+ years in Application Support, Site Reliability, or Production Operations in enterprise or multi-tenant environments.
- Experience supporting healthcare customers, including familiarity with payer operations, eligibility, claims, prior authorization, or member/provider workflows.
- Strong understanding of HIPAA, PHI handling, and healthcare compliance requirements.
- Proven ability to manage and mentor L2/L3 engineering teams across platform and solution layers.
- Hands-on expertise with kubernetes, CI/CD, Kafka, application monitoring, logging, and observability tools (e.g., K9s, CI/CD Pipelines, Grafana, Datadog, ELK, CloudWatch).
- Strong troubleshooting skills across application, API, data pipelines, and cloud infrastructure layers.
- Experience operating in complex, high-volume environments, including large health plans with strict SLAs and multiple smaller accounts with varying support needs.
- Ability to coordinate across onshore–offshore support teams, including structured handoffs and escalation processes.
- Exceptional communication and customer-facing skills, with the ability to build trust through transparency.
- Experience producing periodic operational or customer support reports for leadership (ELT) and external stakeholders.
- Demonstrated ownership mindset, with accountability for end-to-end incident management and long-term resolution.
- High degree of organizational discipline to manage multiple customers, priorities, and workloads simultaneously.
Bonus
- Experience scaling support operations for SaaS or multi-tenant platforms across multiple U.S. customer accounts.
- Background in automation of support workflows, including runbooks, self-healing mechanisms, or tooling for ticket triage.
- Exposure to AI/ML-driven healthcare solutions or data intelligence platforms (bonus for experience with Autonomize-like ecosystems).
- Ability to analyze support trends and turn operational insights into product or process improvements.
- Comfort navigating dynamic startup environments, adapting quickly, and balancing hands-on work with leadership tasks.
- Track record of building or improving onshore/offshore team structures to deliver high-quality, 24x7 support.
What we offer
- A chance to make a real impact in the future of healthcare
- Autonomy, ownership, and the ability to chart your own growth path
- Competitive compensation and benefits
- 100% employer-paid health, vision, and dental insurance
- Retirement plans (401k), disability insurance, employee assistance programs
How to Apply
Please submit your resume and a brief cover letter to careers@autonomize.ai explaining why you are the ideal candidate for this role. We are excited to meet someone who is eager to bring their skills, enthusiasm, and creativity to our team!