Description
Key Responsibilities

AMS Strategy & Leadership
- Define and execute the Oracle AMS strategy aligned with organizational growth objectives.
- Establish a scalable, effective, 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
- Seasonal

📌 Practice Director (Hyderabad)
🏢 Apps Associates
📍 Hyderabad