Key Responsibilities

AMS Strategy & Leadership

* Define and execute the Oracle AMS strategy aligned with organizational growth
objectives.
* Establish a scalable, productive, and customer-centric AMS operating model.
* Lead multi-disciplinary Oracle support teams across:
* Oracle ERP/Financials
* Oracle HCM
* Oracle SCM
* Oracle EPM
* Oracle Integration Cloud (OIC)
* Oracle Analytics Cloud (OAC)
* Reporting and Data Management
* Drive transformation initiatives focused on automation, AI-enabled support,
and operational excellence.
* Build a culture of accountability, innovation, collaboration, and continuous
improvement.

Service Delivery Management

* Own end-to-end delivery of AMS services across multiple customer accounts.
* Ensure compliance with contractual SLAs, KPIs, and operational commitments.
* Establish governance frameworks for support operations.
* Conduct regular service reviews and executive governance meetings.
* Monitor service health, incident trends, backlog management, and customer
satisfaction metrics.
* Ensure timely resolution of incidents,



service requests, and enhancement
requests.

ITIL Service Management

Incident Management

* Ensure effective incident handling and prioritization processes.
* Minimize business disruption through rapid restoration of services.
* Improve Mean Time to Resolution (MTTR).

Problem Management

* Lead root cause analysis initiatives for recurring issues.
* Implement permanent fixes and preventive measures.
* Drive reduction in repeat incidents.
* Maintain Known Error Database (KEDB).

Change Management

* Govern production changes and release activities.
* Minimize change-related service disruptions.
* Ensure compliance with change approval processes.

Continual Service Improvement

* Establish CSI programs across AMS engagements.
* Track improvement opportunities and benefits realization.

Capacity Planning & Workforce Management

* Develop resource forecasting models based on:
* Ticket volumes
* Seasonality
*

📌 Practice Director (Hyderabad)
🏢 Apps Associates
📍 Hyderabad