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 advantages realization.

Capacity Planning & Workforce Management
Develop resource forecasting models based on:
Ticket volumes
Seasonal

📌 Practice Director Hyderabad (India)
🏢 Apps Associates
📍 India