Senior Technical Manager

Job Description

We are seeking an experienced operations support leader for the Horizon operations environment to lead and oversee all production related service resolutions for a global Oracle implementation. The Senior Technical Manager, Global ERP Operations will report to the Director, Horizon Operations Support to help shape and lead Horizon Operations support and management across the globe, ensuring robust, secure, and high-performing applications and services.

Responsibilities

• Demonstrate strong analytical thinking and curiosity when identifying issues and proposing solutions.
• Bring technical expertise to the role, including proficiency in Artificial Intelligence and programming skills.
• Exhibit a high level of front-line focus, assessing employee satisfaction, addressing their needs effectively, and improving communication processes.
• Communicate clearly and effectively with team members, stakeholders, and customers.
• Manage major incident bridges with calmness and experience, ensuring timely resolution, formalized communication of impact, and minimal impact to the business. Drive Lessons Learned and Root Cause Analysis (RCA) on all P1 / P2 incidents and some business-impacting P3 incidents to prevent recurrence.
• Develop and maintain the strategy for Operational Support to the Oracle Fusion environment, collaborating with global leads to set clear objectives.
• Oversee the health and performance of Oracle Fusion, ensuring high availability and reliability.
• Build and maintain the monthly operations scorecard with insights, preparing for executive leadership briefings with a data-driven approach.
• Work closely with software managed service providers to ensure SLA adherence, process improvements, improvement of first call resolution of tickets, and ongoing training for the Service Desk. Coordinate with cross-functional teams to investigate and resolve application issues and outages promptly, identifying trends and implementing process improvements.
• Support the lead on the Change Advisory Board (CAB) process, understanding upcoming production impacts, and implementing appropriate production governance processes to ensure high quality and proactively reduce incidents.
• Develop strategies to enable employees to self-serve issues by collaborating with the OneIT organization, Organizational Change Management (OCM) team, and other enabling teams.

Qualifications

If you are a seasoned IT leader with a passion for driving excellence, we encourage you to apply and be a key contributor to our global success.

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Skills Required

Cloud Services, Devops, Servicenow, Artificial Intelligence, Oracle Fusion, Itil, Sdlc