Practice Director (Telangana)

Apps Associates; Hyderabad; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Apps Associates in Hyderabad, India seeks a Senior AMS Leader to define and execute the Oracle AMS strategy, leading cross-functional teams across ERP/Financials, HCM, SCM, EPM, OIC, and OAC while driving automation and CSI. The role focuses on service delivery, governance, and continuous improvement to enhance customer outcomes.

The incumbent will oversee capacity planning, shared services delivery, and executive stakeholder management, fostering a culture of excellence and growth across global

Qualifications

• ITIL Foundation Certification mandatory.
• ITIL Problem Management Certification mandatory.
• 15+ years of overall IT experience.
• 10+ years managing Oracle Application Support and AMS engagements.
• 5+ years leading large Oracle AMS organizations.

Responsibilities

• Define and execute the Oracle AMS strategy aligned with growth objectives.
• Establish a scalable, efficient, and customer-centric AMS operating model.
• Lead multi-disciplinary Oracle support teams across ERP/Financials, HCM, SCM, EPM, OIC, 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.
• 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.

Skills

Leadership

Strategic thinking

Stakeholder management

Team building

Education

Bachelor's degree in Engineering/IT/CS/Business

Master's degree

Tools

Oracle ERP/Financials

Oracle HCM

Oracle SCM

Oracle EPM

OIC

OAC

Automation tooling

Job 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 .