Technical Service Manager

Job Description

Roles and Responsibilities:

• Facilitate definition of work scope, goals, and deliverables per internal clients needs
• Develop scope of work statements, deliverable plans, delivery schedules and action plans
• Define complete end to end phased planning for solution implementation stages
• Monitor and track tasks and resource requirements time to time
• Work with internal client for satisfactory execution of deliverables per schedule
• Adhere to timelines to meet and achieve on-time delivery
• Track deliverables, communicate with internal client sponsors and stakeholders, deliver on-time within scope and budget
• Working knowledge of ERP and Edge Applications. Analyze functional and technical issues, participate in solution identification, and strategize issue resolution plan.
• Identify risks, assess risks and plan for mitigation and contingencies
• Collaborate with third party service providers, internal client business users, technical developers, DBAs, and application support group on system requirements gathering, system analysis, design and implementation of new features and issue resolution
• Work with the training resources to ensure requisite training is imparted to business users as part of solution implementation
• Coordinate and verify system testing for system upgrades, enhancements, and implementation of new Oracle EBS application modules and/or Functionality
• Responsible for participating / conducting Change Acceptance Board review meetings, managing change progression from development to production. Develop cutover plans to align with Application Maintenance Plans
• Partner with business functional areas to improve processes leading to efficiencies
• Liaise with internal teams, vendors and third party service providers to ensure deliverables are completed on a timely manner
• Work with Oracle Support to resolve Service Requests by leveraging businesses Functional and Technical teams.
• Maintain and publish all business users related communications with relevant stakeholders
• Demonstrate accountability for meeting milestones and delivery quality

, *SKILLS & EXPERIENCE SOUGHT

• At least 12+ years of overall IT Experience in Oracle ERP implementation coupled with hands on experience with various deployment phases such as solution identification, implementation, development, testing and support
• At least 6+ years in a client interfacing role, with responsibility for project management
• Thorough understanding of project management phases, techniques, tools, and Project Reporting
• Experience in managing multiple commitments simultaneously and ensuring priority of issues and risks
• Experience in Managing and implementing Oracle EBS functionalities, Web Applications / Integrations, and edge Applications
• Technical Expertise / experience on Oracle APIs, web applications and architecture preferred but not mandatory
• Experience with requirement gathering, deliverables planning & monitoring and tracking are essential
• Creating, managing, and distributing reports related to the deliverables on a timely manner
• Understanding of KPIs, SLAs and able to perform both preparation & analysis of KPIs
• Understand, prioritize, and escalate where necessary and prepare a risk mitigation plan
• Should be able to schedule, host and conduct business meetings and maintain related artefacts
• Should be well versed with MS Excel (Advanced), MS PowerPoint and MS Project
• Good communication and interpersonal skills to manage internal and external stakeholders
• Sound understanding of both Waterfall and Agile project methodologies

QUALIFICATIONS:

• BS degree or higher in Computer Science, Engineering, Management or equivalent
• PMP certification or any Project Management Certification preferred but not mandatory
• Oracle certifications if any will be added qualification
• Experience managing Projects comprising team members from different internal teams and locations
• Prior experience with ERP implementations is a requirement
• Understanding of Project Management Methodologies and principles
• Able to travel on need basis.

PERSONALITY TRAITS:

• Strong analytical capability, process oriented and ability to manage complexity
• Listen to and interpret what the business users and stakeholders wants to see accomplished
• Discuss details in an easy-to-understand manner, and then translate same into nuts-and-bolts technical deliverables
• Strong personal initiative, drive, motivated to learn
• Strong accountability

Keyskills :
salestechnical serviceswarrantyairautomotiveenvironmental impact assessmentoracle erpsystem testingoracle supportsystem analysisrisk mitigationcomputer scienceissue resolutionstatements of work sow