Practice Director (Telangana)

Description Key Responsibilities AMS Strategy & Leadership - Define and execute the Oracle AMS strategy aligned with organizational growth objectives. - Establish a scalable, efficient, and customer-centric AMS operating model. - Lead multi-disciplinary Oracle support teams across: - Oracle ERP/Financials - Oracle HCM - Oracle SCM - Oracle EPM - Oracle Integration Cloud (OIC) - Oracle Analytics Cloud (OAC) - Reporting and Data Management - Drive transformation initiatives focused on automation, AI-enabled support, and operational excellence. - Build a culture of accountability, innovation, collaboration, and continuous improvement. Service Delivery Management - Own end-to-end delivery of AMS services across multiple customer accounts. - Ensure compliance with contractual SLAs, KPIs, and operational commitments. - Establish governance frameworks for support operations. - Conduct regular service reviews and executive governance meetings. - Monitor service health, incident trends, backlog management, and customer satisfaction metrics. - Ensure timely resolution of incidents, service requests, and enhancement requests. ITIL Service Management Incident Management - Ensure effective incident handling and prioritization processes. - Minimize business disruption through rapid restoration of services. - Improve Mean Time to Resolution (MTTR). Problem Management - Lead root cause analysis initiatives for recurring issues. - Implement permanent fixes and preventive measures. - Drive reduction in repeat incidents. - Maintain Known Error Database (KEDB). Change Management - Govern production changes and release activities. - Minimize change-related service disruptions. - Ensure compliance with change approval processes. Continual Service Improvement - Establish CSI programs across AMS engagements. - Track improvement opportunities and benefits realization. Capacity Planning & Workforce Management - Develop resource forecasting models based on: - Ticket volumes - Seasonality - Customer growth - Project transitions - Oracle release cycles - Manage a shared pool support model across multiple accounts. - Optimize consultant utilization while maintaining service quality. - Ensure adequate staffing levels for peak business periods. - Plan succession, backup coverage, and skill redundancy. - Create scalable workforce plans supporting growth objectives. Shared Services Delivery Management - Operate and optimize a centralized AMS shared services model. - Balance resource allocation across multiple customer engagements. - Drive standardization of support processes and delivery methodologies. - Establish cross-functional support structures for Oracle functional and technical teams. - Improve productivity through reusable assets and knowledge repositories. Customer Relationship Management - Serve as executive escalation point for critical customer issues. - Build trusted advisor relationships with customer leadership teams. - Conduct quarterly business reviews and service governance meetings. - Drive customer retention and expansion opportunities. - Identify upsell and cross-sell opportunities within existing accounts. Operational Excellence & Automation - Leverage AI and automation to improve support efficiency. - Implement proactive monitoring and predictive support mechanisms. - Drive self-service and knowledge-centered support initiatives. - Establish operational dashboards and real-time service reporting. - Reduce manual effort through automation frameworks and bots. Metrics & Reporting Own and report on key AMS metrics including: - SLA Achievement - Customer Satisfaction (CSAT) - Net Promoter Score (NPS) - MTTR - Incident Volume Trends - Problem Management Effectiveness - Resource Utilization - Capacity Forecast Accuracy - Backlog Health - Automation Benefits Realization - Employee Productivity Metrics Team Leadership & Talent Development - Build and mentor high-performing Oracle AMS teams. - Establish competency frameworks and career development plans. - Promote Oracle certifications and continuous learning. - Develop future AMS leaders and succession pipelines. - Conduct performance reviews and coaching sessions. Required Qualifications Education - Bachelor's Degree in Engineering, Information Technology, Computer Science, Business Administration, or related discipline. - Master's Degree preferred. Certifications Mandatory - ITIL Foundation Certification - ITIL Problem Management Certification Preferred: - ITIL Intermediate/Managing Skilled - Oracle Cloud Certifications - PMP or PRINCE2 - Agile/Scrum Certifications Experience - 15+ years of overall IT experience. - 10+ years managing Oracle Application Support and AMS engagements. - 5+ years leading large Oracle AMS organizations. - Experience managing global support teams and shared service delivery models. - Strong understanding of Oracle Cloud .