Oracle Cloud Application Managed Services (AMS) Support Manager

Oracle Cloud Application Managed Services (AMS) Support Manager

As the Oracle Cloud Application Managed Services (AMS) Support Lead, you will oversee the daily operations of the support team, ensuring timely resolution of issues and high-quality service delivery that meets or exceeds SLAs. You will manage support incidents, implement process improvements, and develop training programs while mentoring your team to enhance performance and alignment with business objectives.

This role will require you to be onsite weekly in Dubai or Abu Dhabi.

The Work:

1. Oversee daily operations of the Oracle Cloud HCM or ERP Applications support team, ensuring timely and effective issue resolution.
2. Ensure the delivery of high-quality support services that meet or exceed SLAs and customer expectations.
3. Manage and prioritize support incidents, facilitating prompt resolutions and clear communication with stakeholders.
4. Identify and implement process enhancements to improve the efficiency and effectiveness of the support team.
5. Collaborate with various teams, including offshore staff and internal/external stakeholders, to submit support tickets for all issues, analyze root causes, and ensure alignment of the support team with business objectives for effective resolution of production problems.
6. Generate and analyze support metrics and reports to monitor performance and identify opportunities for improvement.

Here's what you need:

1. A minimum of 3 years of experience in supporting Oracle Cloud HCM or ERP Applications, with at least 3 years in a lead role.
2. Experience working in a full AMS role for a large international consulting firm which has a mature AMS delivery model.
3. In-depth knowledge of multiple Oracle Applications (e.g., Oracle HCM, ERP, E-Business Suite, etc.) and related technologies.
4. Expert level dealing with quarterly enhancements.
5. Bachelor's degree or equivalent (minimum 12 years work experience). (If Associate Degree, must have minimum 6 years work experience).

Bonus points if:

1. Oracle Cloud Certifications.
2. Great communication skills both verbal and written.
3. Excellent communication and interpersonal skills, capable of working effectively with both technical and non-technical stakeholders.