Work with a world class team to develop, implement, and support cutting edge Oracle technology.
Manages a team supporting and/or implementing software project(s) and/or internal systems. Defines, documents and manages scope, expectations, implementation approach, deliverables and acceptance testing criteria.
Manages and controls activities in multi-functional areas or sections. Ensures appropriate operational planning is effectively executed to meet Corporate specifications. Successful track record in applications implementation and as a manager. Expert knowledge of all applications within a business area; plus some knowledge of other applications. BA/BS degree preferred.
Purpose: To manage group of related Cloud properties and provide managerial oversight to ensure proper process and procedures are being followed and key managerial deliverables are met.
Location: Bangalore
Description: Working as part of a Global Nerve Center Operations, you will be part of the Oracle Cloud Global Leadership team with the mission to maintain and enhance the global Cloud environment generating over 270 billion platform transactions weekly. The primary responsibility of this role is to manage overall GNC property roadmap and raise attention to key trending analysis to upper management as well as overall GNC Property Support team.
As a Senior Manager you will be responsible for continuously raising the industry bar by driving efficiency and overall customer experience improvement into the greater Oracle Cloud system. Oracle Cloud is a major focus point of the company. As a result, both computing environment and human organizational growth is occurring at a rapid rate. Best of breed technologies are continually reviewed and supported for the delivery of a positive customer experience to highly acclaimed hosted products such as Oracle Fusion applications, Service Cloud, Taleo, TOA, Responsys, and Eloqua.
Environment Monitoring
* Ensure monitoring and alerting platforms for each Cloud Property are continually striving to provide visibility to unintended events before they before production impacting
* Assist in trending discussions for identifying areas in need of improvement
Service/Incident Request Handling Process
* Ensure ticket tool is properly and effectively utilized to efficiently deliver a superior customer experience as well as capture key data points for reporting purposes
* Monitor property service level objective metrics and work with property management to provide suggestions for continual improvement
Event troubleshooting
* Coordinate with multiple business units to ensure availability, reliability, and scalability of systems to meet business demands
* Review crisis events to ensure clear consistent communication to internal and external take holders
* Oversee crisis events to ensure service restoration progression, ensure timely escalations to Customer Care, Service Operations, and or Development when necessary
New Functionality Readiness
* Participate in Product Lifecycle Management discussions
* Ensure property readiness for new functionality/service go live
Property Roadmap
* Assist in collaborative road map defining process
Oversee day to Day Operations
* Ensure the GNC Operations Lead and Sys Admin teams are following defined process and procedures
o Crisis/Incident Management
o Change Management
o Problem Management
Trending & Analysis
* Review weekly and monthly reports to ensure accuracy
* Conduct monthly trending analysis with data from the past 6-12 months to understand the overall direction of the property performance, uptime, SLA, etc. This information should be fed to direct management as well as GNC Sys Admin staff.
Problem Management Follow Up
* Ensure all outage events are followed up on and tracked properly through GNC CX
* Identify outage events which require full Problem Management analysis
* Work with Property Lead and Sys Admin team to deliver against defined corrective actions
Property Discussion Participation
* Establish regular touch point meetings with Property Service Ops team to build relationship and conduct two-way improvement discussions
* Participate in Non-GNC Team meetings (Development, Customer Care, Sales, etc)
Team, People & Self Development
* Strong understanding of the organization s goals and objectives
* Conduct and take part in performance management using the Oracle GNC appraisal system
* Set, monitor and evaluate PDP s for line managers
* Give feedback, both praising and identifying things which could be improved. Tackle performance issues in a professional and timely fashion.
* Coach and train line reports and other team members, sharing knowledge and encouraging a culture of learning
* Attend relevant training and seek out opportunities to grow knowledge about GNC and other potential Oracle sectors
* Mentor team members, helping to build confidence and awareness of their own personal strengths and motivations and what this means for their medium term career planning.
* Discuss your direct report s personal development and ensure that they have a completed a Personal Development Plan which should include stretch and development objectives. Do the same for yourself
* Maintain succession plans for the team, proactively identifying individuals who would benefit from fresh challenges or increased responsibility and helping them find out about suitable opportunities.
* Encourage open communication and provide information about realistic career aspirations.
Required Knowledge, Skills, Abilities, and Background
Engineering degree in electronics / Computers / Electrical or equivalent. Degree / Diploma in management preferred.
Around 15 years of experience with 5 years in management role
Experience in mission-critical support role withthe ability to think strategically to assist in delivering the long term GNC vision
Effective People Management and Motivational Leadership skills
Strong technical background in industry-standard infrastructure and application stacks
Influential, results-orientated individual with strong experience of operating effectively at senior
Management level
Required Personal Attributes
* Good interpersonal skills with ability to present ideas in business-friendly and user-friendly language
* Highly self motivated and directed with keen attention to detail
* Proven analytical and problem-solving abilities
* Ability to effectively prioritize and execute tasks in a high-pressure environment
* Strong customer service orientation
* Experience working in a team-oriented, collaborative environment
**Job:** **Information Technology*
**Organization:** **Oracle*
**Title:** *Senior Manager, Cloud Operations*
**Location:** *IN-IN,India-Bangalore*
**Requisition ID:** *1600063Z*