Oracle IT Director in Burlington, Massachusetts
Work with a world class team to develop, implement, and support cutting edge Oracle technology.
Manages teams supporting and/or implementing multi-functional and/or multi-location projects and/or systems. Defines, documents and manages scope, expectations, implementation approach, deliverables and acceptance testing criteria. Develops and manages an effective risk mitigation strategy for the project(s).
Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met. Ability to influence thinking or gain acceptance of others in sensitive situations. Successful track record as a manager. Detailed knowledge of technical and business concepts of a number of related applications areas. BA/BS degree preferred.
Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.
Oracle IT is looking for an inspiring and successful leader who is in search of an opportunity to contribute to Oracle’s move to the Cloud by joining Enterprise Applications group in Oracle IT
We in Oracle IT provide best in class Enterprise Applications to all of Oracle Employees, Partners, Suppliers and Customers. We run our business on**Oracle software and are looking for a business savvy leader to lead a team of engineers, business analysts in building and maintaining Oracle’s IT service request management system. You would be responsible for supporting several Oracle Lines of Business that utilize Service Cloud and Fusion Service products, implement business requirements, customize when needed and integrate with other Enterprise Applications. The service you provide will be used by all of Oracle Employees, thousands of partners and suppliers and customers.
You would be responsible for system architecture, technology standards and best practices, CI/CD, SRE, monitoring and automations, and security and audit. You would engrain the devops culture, preach and practice it as a philosophy. You would partner with 100 LOBs and IT groups on various strategic and new initiatives and drive technical and security aspects for multiple concurrent products.
You would be directly responsible to manage the implementation of Oracle Fusion Service Cloud and a team of technical leaders. This position requires deep technical knowledge and hands on program leadership in managing innovative development, implementation and deployment. Effective communication across various stakeholders spread across the globe is essential to be successful in this role.
Ability to work with Senior and Executive management. Present data, updates and metrics in a clear and concise manner
Responsible for day-to-day project management from kick-off through to go-live for several projects
Manage and engage technical resources: Security, IT Engineering, Enterprise Apps, Product Teams (Service Cloud and Fusion Service)
Partner with DevOps team to optimize and automate
Partner with the broader Oracle Cloud Infrastructure team
Work with new onboarding customers for successful delivery
Maintain and manage customer onboarding roadmaps and governance board
Provides status reports / milestone tracking as defined by management
Manage risks, issues, change requests and escalations.
Manage resource requirements, hiring, and on-boarding.
Responsible for the overall project plan and maintenance.
Measures project / program success against original scope and business objective
Apply Agile method and techniques.
Key Requirements for this role:
Practical experience with Service Cloud, Remedy, Service Now or Oracle Fusion Service. Basic understanding of workflows within Incident and Problem management systems
Understanding of Knowledge management system, search and case management portals
Experience managing full life cycle application implementations of Cloud based platform: including requirements gathering and analysis, troubleshooting, solution design, task management, on-boarding, and initiative success.
A strong understanding of integration, data, customization, and other solution implementation related principles.
Ability to manage multiple projects concurrently
Mentor and develop team and help them orient towards cloud technologies.
Experience with data migrations, REST APIs, and web services
The ability to work in a fast-paced virtual environment that demands coordination across time zones using clear, concise, and timely information sharing.
Manage major incident management process for critical systems and applications
Experience with continuous Integration and continuous delivery (CICD) tools and processes
BS/MS Computer Science degree or related discipline.
10 years of experience working in a B2B environment customer service/help desk/service ticket management environment collaborating with various LOBs on various projects
Customer support / Oracle Engagement / Oracle Apps / Oracle Fusion experience
The candidate who accepts this position is someone who accepts the responsibility and strives to do the following:
Operates in ambiguity effectively while advocate for and driving change
Secures broad support for initiatives from key players across lines of business (LOB)
Actively builds connections and partnerships with others across organizational boundaries
Addresses and resolves conflict or competing priorities that may become barriers
Anticipates problems and obstacles before they arise and plans accordingly
Provides balanced judgement and demonstrates problem-solving skills in extremely complex and ambiguous situations
Maintains deep insight into the details; knows when to step in to correct course of action
Is able to customize and communicate messages according to the audience (e.g., EVP to IC level)
Skills and Experience:
Design and Development experience
Experience working with business leaders, VP and SVP level executives
Understand CRM business, customer oriented and problem-solving nature
Strong analytical and reporting skills. Ability to grasp business needs and quickly illustrate data, metrics and reports. Prior Business Intelligence and Reporting skills is a plus
Understand, own and maintain SLA/SLO/SLI
Strong coding skills in .net or php or java or bootstrap technologies.
Develop trusted relationship with key stake holders \
Agile development experience.
Experience including 4-5 years in Oracle Service Cloud.
Experience with Fusion Service Cloud
Extensive working experience in Agent Desktop, Workspaces & Workflows, CPM, Agent Scripting, Oracle Knowledge Advanced, Rules, UI customization
Analytics, Custom Objects, ROQL
Experience Oracle RightNow Customer Portal Development, Widget customizations and Add-In Development
Should be Oracle Service Cloud Trained / Certified with understanding of Oracle Service Cloud architecture
Job: *Information Technology
Title: IT Director
Location: United States
Requisition ID: 20000R4D
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