Senior Technical Manager

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

• Bachelor’s degree in information technology, Computer Science, or a related field. A master’s degree is desired. Equivalent experience, in lieu of a degree, will be considered
• Global Team Leadership for 15+ years
• Experience in supporting a large, multi-national operations environment
• Experience with Oracle Fusion preferred
• Experience or aptitude in developing and holding training sessions for IT staff, virtually or in person as required
• A clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL qualification as standard.
• Solid knowledge and experience of ServiceNow
• Process orientated with a methodical and planned approach to achieving goals
• Be comfortable with ambiguity, thrive on change and engender a collaborative approach
• Hands-on experience of the ITSM work management system, ServiceNow
• Proven experience of line management and the development of individuals within a matrix organization structure. Track record in team transformation and team building
• Experience of work to (and exceeding) Service Level Agreements
• Excellent analytical, problem-solving and communication skills (both verbal and written)
• Can build effective working relationships across the program and achieve desired outcomes through effective engagement and communication
• Experience in process optimization, effectiveness, and improvement
• Familiarity with IT governance and compliance standards
• Proven track record of managing complex applications operations in a multi-site, multi-national environment.
• Strong knowledge of industry-standard tools and best practices related to SDLC, DevOps and security
• Experience with cloud services and hybrid IT environments is a significant advantage.