Role and Responsibilities –
Ensure meeting production SLA`s and KPIs
Respond quickly and effectively to resolve customer support tickets and issues.
Manage customer expectations.
Perform timely efficient Root Cause Analysis. Communicate findings and implement
new preventative measures.
Provide reports to customers and management on value, uptime, performance,
maintenance activities, and incidents
Communicate proactively and meet with customers to ensure that they are happy
and gaining value
Develop, implement, measure, and improve managed service processes and tools.
Focus on scalable, proactive, and responsive methods
Work with multiple customers and a team dedicated and shared resources,
on/offshore resources
Flexible to adjust working hours to support customers across various time zones
Help in growing managed services team
Help on Implementation / Upgrade projects when needed
Help Sales/Pre-Sales in developing POCs for prospect clients
Assist in developing training materials as needed
Communicate effectively internally and externally
Produce high quality deliverables
Job Specifications (Skill and Knowledge required):
Experience with either of the following combination of Oracle products
– Demantra, ASCP, Planning Central
— Cloud Financials,
–Cloud Manufacturing, Cloud DM
Must have worked in Application support, maintenance, development in various
roles including service delivery manager roles
Combination of consulting, IT management, and customer service experience
Must have experience working in both larger and smaller organizations in multi-
team environment
Customer service focus and Experience working with multiple customers
concurrently.
o US, EU customer exposure is a must
Six sigma and process development, automation, and improvement
Knowledge of IT Change Management
Good to have writing white papers experience
Excellent oral and written communication skills
Excellent presentation skills
Knowledge and experience in creating and working on Oracle SRs
Experience in using helpdesk software like Freshdesk etc.
Travel readiness at short notice for short duration


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