Senior Manager

3 days ago

Noida, India Oracle Full time

Our team comes under Food & Beverages Global Industry Unit that delivers fully integrated solutions customized to fit unique business requirements. We work in a 24x7 model, responsible for providing Application Management Services to Oracle F&B applications hosted in Oracle Cloud Infrastructure (OCI). We also work as bridge between the support teams and development teams to analyze, troubleshoot and report bugs related to such applications. Our global team has presence in India, Australia, Germany, Hungary, . &

As a Sr. Manager within the Food and Beverage Global Industry Unit(FBGIU), Application Management Services(AMS) group, they will be accountable for the operational capabilities of the cloud triage team. They will lead a team with a follow the sun model, owning 24x7 capabilities. Their work will enable our customer's more mission-critical workloads to be cloud hosted with confidence in the security of their information, the availability of the services, and the rapid response and resolution of incidents.

The Sr. Manager will be a champion for operational efficiency and will accelerate operational productivity, analyzing historic and real-time results, and become a trusted partner to the FBGIU AMS leadership team by making strategic and tactical recommendations based on those analyses. This individual will need to collaborate effectively with internal stakeholders across the FBGIU organization and look for opportunities to simplify and improve cloud operations. 

The successful candidate will be an excellent organizational and inclusive people leader, who can hire and build the best diverse talent across their organization. They will excel at driving results via empowering and scaling people. They will be an excellent written and verbal communicator. They will be comfortable presenting to senior leadership and influencing global stakeholders across the organization. They will be proficient at identifying critical internal and external trends and will be detail oriented, with a passion for simplifying processes to deliver operational excellence at scale. They will be able to roll-up their sleeves, working directly with models and data, as well as innovating and driving strategic priorities for the FBGIU AMS organization.

Career Level - M3

Key Responsibilities:
• Manage an operationally focused cloud triage team based on 24x7 model.
• Role requires a self-motivated manager working in tandem with cloud application engineers.
• Analysis of workload & technical problem areas and ability to create heat map & reports.
• Assignment and monitor work of technical personnel, ensuring on-time completion of milestones.
• Analyzes areas for process improvements, creates documentation, communication plans, process training, etc.
 

Additional Responsibilities:
Incident, Change & Queue Management -  
• Manages Incident & Change request queues and appropriately escalates issues that require attention.
• Captures, reports and drives ageing tickets to closure.
• Understands, tracks and articulates issues / risks / action items.
• Works with responsible owners to address items on a timely basis & updates the appropriate stakeholders as needed.
• Provides leadership in responding to and resolving major incidents handled by the team.
• Tracks past outages and drives established action items.

Patch Management -
• Oversees scheduling windows, assignment and monitor work of technical personnel, ensuring on-time completion of maintenance tasks.
• Responsible for managing infrastructure and application patch releases end to end for hosted environments.
• Provides support to cross-functional teams involved in patching execution.

Qualifications:
• 10+ years of overall experience in IT industry.
• Must be proficient with all Microsoft 360 applications/tools
• Preferred experience supporting large IT projects utilizing Agile methodology
• Experience in managing cloud operations support for large-scale cloud service provider
• Strong cross-functional collaboration skills, relationship building skills and ability to achieve results without direct reporting relationships.
• Excellent Incident and Problem Management knowledge and experience.
• Exceptional written and verbal communication skills with meticulous attention to detail
• Experienced user of a trouble ticketing system (Jira, Remedy or similar)
• Flexibility to manage within a “Follow the Sun” global shift rotation, covering local day-time hours, including holidays and weekends, on a rotational basis
• Demonstrated ability to effectively build/train/teach others new information and processes.
• Strong sense of personal responsibility and accountability for delivering high quality work.
• BS Computer Science / BTech / BCA / MCA or equivalent qualification.

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