About this role
Accountabilities
- Own the end-to-end delivery of Oracle Cloud AMS engagements, ensuring service-level agreements (SLAs), performance targets, and client satisfaction objectives are consistently achieved.
- Lead, mentor, and develop a team of AMS functional consultants, providing technical guidance, coaching, and quality oversight across incidents, service requests, and enhancements.
- Act as the primary escalation point for complex or high-priority issues, coordinating functional and technical teams to ensure timely resolution.
- Manage client relationships at the engagement level, lead regular service reviews, and report on SLA performance, ticket trends, and continuous improvement initiatives.
- Oversee quarterly Oracle Cloud release testing across supported clients, coordinating regression testing, communicating potential impacts, and managing rollout risks.
- Manage engagement scope, team staffing, workload distribution, and resource allocation to maintain appropriate service coverage and responsiveness.
- Identify recurring support issues and translate findings into recommendations for process improvements, automation, and system enhancements.
- Support the commercial management of AMS engagements, including change request scoping, contract renewals, and identification of potential expansion opportunities.
- Stay informed about Oracle Cloud quarterly updates and emerging functionality, ensuring the team is prepared to support new features and capabilities.
- Contribute to the evolution of service delivery through AI, automation, and proprietary accelerators designed to improve quality and efficiency.
Requirements:
- Bachelor's degree in Business, Finance, Information Technology, or a related field, or equivalent professional experience.
- Demonstrated experience leading or managing Oracle Cloud AMS or production support engagements, including team leadership responsibilities.
- Strong background in service delivery management, SLA governance, and continuous improvement within a support environment.
- Experience managing, mentoring, or coaching teams of functional consultants.
- Proven ability to own client relationships and lead service review meetings with client stakeholders.
- Strong troubleshooting and root cause analysis capabilities, with sound judgment when prioritizing competing demands.
- Excellent communication and stakeholder management skills, including the ability to explain technical issues and resolutions to both technical teams and executive audiences.
- Collaborative, solution-oriented leadership style, with a strong sense of ownership, accountability, and commitment to service quality.
- Nice to have: Oracle Cloud certification.
Benefits:
- Remote-first work arrangement across Canada.
- Full-time employment.
- Occasional client travel, with opportunities for in-person collaboration during key sessions and team events.
- Opportunity to work alongside experienced Oracle Cloud professionals on varied client engagements across industries.
- Meaningful ownership of service delivery and direct collaboration with clients and senior leaders.
- Opportunities for professional growth, leadership development, and increased responsibility as the practice expands.
- Exposure to AI, automation, and proprietary tools designed to improve Oracle Cloud delivery.
- A collaborative work culture emphasizing transparency, innovation, accountability, and high standards.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
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