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Introduction
A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio
Job Description
Your role and responsibilities
A Managed Services Team Lead is expected to engage in activities in support of day-to-day managed services activities. The Team Lead is an experienced consultant who can support Oracle Cloud Financials (AR, AP, GL, FA and CM). Additional experience with other areas of Oracle Cloud ERP (e.g. Accounting Hub, Projects, Tax, Reporting) would be an advantage.
Key Responsibilities
- Serve as primary point-of-contact for assigned clients to ensure engagement and act as the liaison between the client, sales, resources, and other team members within Managed Services.
- Provide day-to-day Oracle application support for assigned clients. Be hands-on with client ticket resolution.
- Work directly with clients to ensure that all tickets and requests are properly addressed, assessed, prioritized, and worked through to completion. Ensure services are performed to the agreed to SLAs.
- Drive issue resolution as required. Investigated problems and issues that have been raised, pulling in other resources from the Managed Services team or Delivery if needed.
- Assist with transitioning clients into Managed Services post implementation go-lives and newly signed clients.
- Identify, manage and communicate issues and risks, escalating as required to Senior Management.
- Understand client needs and proactively make suggestions that will improve customer satisfaction.
Required Technical And Professional Expertise
- Minimum of 10 years experience with Oracle ERP, with at least 5-7 years within Oracle Cloud.
- Hands-on and demonstrable experience and knowledge of Oracle Cloud Financials is a must.
- Experience with other areas of Oracle Cloud ERP a nice to have.
- Experience with end-to-end Oracle Cloud ERP implementations – configuring, implementing and troubleshooting, upgrading and support.
- Ability to maintain performance and take a leadership role during times of crisis e.g. SEV1 tickets.
- Experience working within a consultancy/systems integrator a bonus.
- Committed team player who is willing to share, learn and support fellow team members.
- Ability to be proactive and take initiative.
