Job Description

Job Description

The Managed Cloud Services service operations team is responsible for providing technical services to run operations and implementation projects, OCI migrations & upgrades of Oracle Apps Unlimited products (JD Edwards) for Managed Cloud Services customers and On-Prem JDE customers. Team is also responsible to create standards for architecture and sizing, help customers develop solutions to solve business problems, and develop project and technical plans to upgrade software, modify configurations, change integration solutions, and add additional functionality.

Customer Success Services (CSS) is seeking Manager in the Managed Cloud organization to guide, develop & manage regional team of senior engineers, and ensuring deliverables for multiple customer accounts as part of 7x24x365 delivery function. The environments include a broad range of applications and platforms including JD Edwards product, Oracle Databases, WebLogic Server, and PaaS services.

Successful candidates will bring significant experience with production operations management, including ITIL change management practices, incident response, root cause analysis techniques and high-quality corrective action plans. They should also have experience working with customers to understand their business and project objectives and help customers succeed through solid communication, operational excellence, and innovative views of how to deliver services with the highest impact. Candidates should have experience in working with, and coaching, account and Service Delivery Management teams so they have a clear understanding of operations processes, and priorities, and are able to effectively communicate the services contracted and associated delivery models.

Ensure high levels of customer satisfaction by making certain that quality and productivity SLAs are met, executing quality/productivity improvement efforts and understanding strategies of the Oracle Managed Cloud Services organization. Interaction with Delivery account team and customer teams to ensure appropriate solutions are being identified and needs met. Prior experience managing and controlling activities in multi-functional areas. Prior experience in a team lead capacity is preferred. Demonstrated experience in package systems implementation. Understanding of various technical architectures and operating systems including web-based applications, networks, and the latest Oracle product technologies. Project Management (PMP) experience across global and diverse organizations will be an added advantage.

The position will require the individual to work off-hours and weekends at times to assist in customer escalations and duty management coverage as required on a rotational basis.

Responsibilities

• Lead and manage Global Service Delivery Management team members and will be responsible for the delivery of contracted services to our customers

• Manage the hiring, staffing, and maintaining of a diverse and engaged workforce

• Develop and maintain direct customer and broader service delivery relationships

• Collaborate with peer operations managers globally and handle escalations

• Providing accurate and regular reports to the management on the performance of the service delivery

• Implement Operation process improvements

• At least 15 years of experience working in a global IT operations environment

• Experience in Managed Services organization with subject matter expertise in multiple area such as Cloud Infrastructure, Platform, and Infrastructure management

• Solid experience in People Management in Managed Services Organization, focused on people development

• Candidates will have experience interacting with development and DevOps teams, providing user stories and requirements for tooling and automation to perform both routine and highly complex activities, fleet-wide configuration management, patching and life-cycle management. They will also have experience supporting testing and providing feedback to the DevOps team.

Additional preferred qualifications and experience:

• Oracle Cloud Infrastructure certification

• Oracle Fusion Middleware certification or direct product experience (SOA Suite, Identity and Access Management, WebCenter)

• Oracle Database certification

• Software development or DevOps experience

• Experience and understanding of Site Reliability Engineering (SRE) practices and tools.

Career Level - M2

Responsibilities

Job Description

The Managed Cloud Services service operations team is responsible for providing technical services to run operations and implementation projects, OCI migrations & upgrades of Oracle Apps Unlimited products (JD Edwards) for Managed Cloud Services customers and On-Prem JDE customers. Team is also responsible to create standards for architecture and sizing, help customers develop solutions to solve business problems, and develop project and technical plans to upgrade software, modify configurations, change integration solutions, and add additional functionality.

Customer Success Services (CSS) is seeking Manager in the Managed Cloud organization to guide, develop & manage regional team of senior engineers, and ensuring deliverables for multiple customer accounts as part of 7x24x365 delivery function. The environments include a broad range of applications and platforms including JD Edwards product, Oracle Databases, WebLogic Server, and PaaS services.

Successful candidates will bring significant experience with production operations management, including ITIL change management practices, incident response, root cause analysis techniques and high-quality corrective action plans. They should also have experience working with customers to understand their business and project objectives and help customers succeed through solid communication, operational excellence, and innovative views of how to deliver services with the highest impact. Candidates should have experience in working with, and coaching, account and Service Delivery Management teams so they have a clear understanding of operations processes, and priorities, and are able to effectively communicate the services contracted and associated delivery models.

Ensure high levels of customer satisfaction by making certain that quality and productivity SLAs are met, executing quality/productivity improvement efforts and understanding strategies of the Oracle Managed Cloud Services organization. Interaction with Delivery account team and customer teams to ensure appropriate solutions are being identified and needs met. Prior experience managing and controlling activities in multi-functional areas. Prior experience in a team lead capacity is preferred. Demonstrated experience in package systems implementation. Understanding of various technical architectures and operating systems including web-based applications, networks, and the latest Oracle product technologies. Project Management (PMP) experience across global and diverse organizations will be an added advantage.

The position will require the individual to work off-hours and weekends at times to assist in customer escalations and duty management coverage as required on a rotational basis.

Responsibilities

• Lead and manage Global Service Delivery Management team members and will be responsible for the delivery of contracted services to our customers

• Manage the hiring, staffing, and maintaining of a diverse and engaged workforce

• Develop and maintain direct customer and broader service delivery relationships

• Collaborate with peer operations managers globally and handle escalations

• Providing accurate and regular reports to the management on the performance of the service delivery

• Implement Operation process improvements

• At least 15 years of experience working in a global IT operations environment

• Experience in Managed Services organization with subject matter expertise in multiple area such as Cloud Infrastructure, Platform, and Infrastructure management

• Solid experience in People Management in Managed Services Organization, focused on people development

• Candidates will have experience interacting with development and DevOps teams, providing user stories and requirements for tooling and automation to perform both routine and highly complex activities, fleet-wide configuration management, patching and life-cycle management. They will also have experience supporting testing and providing feedback to the DevOps team.

Additional preferred qualifications and experience:

• Oracle Cloud Infrastructure certification

• Oracle Fusion Middleware certification or direct product experience (SOA Suite, Identity and Access Management, WebCenter)

• Oracle Database certification

• Software development or DevOps experience

• Experience and understanding of Site Reliability Engineering (SRE) practices and tools.

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