18/05 soumya
Lead HR at DAZ Systems India Pvt. Ltd.

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DAZ Systems India - Support Manager - Oracle Products Implementation/Support (10-15 yrs)

Hyderabad Job Code: 232987

Company Background :

For more than 15 years DAZ Systems, Inc. has specialized in Oracle E-Business Suite and leveraged industry experience to provide mission-critical business solutions to small and medium sized enterprises. With over 350 successful implementations, DAZ, 2010 winner of the North American Titan Award, is the largest Oracle boutique Partner in the US and provides a variety of proven methodologies and a staff of experienced Oracle professionals for its customer implementations.

As an Oracle Platinum Partner, the highest Oracle partner designation, DAZ is able to ensure that our consultants remain at the forefront of Oracle technology and our clients receive the highest level of technical expertise and professional consulting services available. DAZ, 2010 winner of the Oracle PartnerNetwork Specialized Award for Midsize Partner of the Year, has been consistently designated as the Best Partner in the US in the mid-marketplace, was voted Oracle's Partner of the Year for SMB, and is the Number One Oracle Applications reseller in the US.

Success in our field and company growth has created excellent opportunities for experienced individuals to join the team.

Our Oracle Applications Development and Global Support Centre in Hyderabad, India is looking for talented and experienced technical java consultants who are proficient in Core Java, Java Bean programming and integration to Oracle DB using SQL and PL/SQL.


- The Support Manager is responsible for managing assigned customers who are live on Oracle ERP and are receiving support services from DAZ. Support Managers may be assigned numerous customers to manage.

- They will assist the DAZ Support Services team with understanding the diverse business needs of each client and the implementation and maintenance of various Oracle Products based on DAZ's proprietary software and utilizing DAZ's methodology.

- They are responsible for managing break-fix support, training and any other tasks required by the customer under their individual support agreements. Support Managers may also manage complete enhancement projects and are responsible for overall on-time, on-budget delivery of successful implementation of these Oracle Modules.

- Works closely with client executives to qualify business opportunities and manage client implementations. Involves C-level solution-oriented understanding for a broad range of Oracle products in targeted markets. Works with DAZ Sales Force to identify and help with new sales opportunities.


- Reports to the Director of Support Services

- Management Position


- India office in Hyderabad, India and various unanticipated sites throughout the United States (if comes on site) as assigned by DAZ Management

- Title: Support Manager


- Leadership: Manage/Lead and guide work of teams on projects and in customer support

- Coordinate and provide leadership in development of project plans, analysis, design, and development of enhancement project implementation

- Work closely with other leads and managers within organization and foster collaborative relationships across team members

- Schedule and handle work load of Support Services team members and help the Director of Support Services to keep utilization at 85%

- Identify appropriate support team members for assignments

- Review and follow up on completion of tasks done by support team to ensure quality of work

- Work with India/U.S. Managers to understand tasks to ensure support resources work on accurate requirements

- Ensure U.S. team provides sufficient information for work to be done in India

- Participate in calls, meetings, and efforts for more complex work

- Discuss and schedule vacations based on project requirements

- Informal review of support team personnel performance

- Participate in interview process and provide feedback on applicant qualifications and hiring

- Manage Customer Transition from Delivery to Support Services

- Knowledge Transfer (KT) on current budget and open billing issues

- Move any pending issues from the Delivery to incident ticketing system

- Ensure that all promised document deliverables from Delivery are delivered to customer

- Review customer change control and support protocol with team

- Schedule Standing Meetings

- Schedule KT for each Functional and Technical exiting the project

- Ensure all parties can use the incident ticketing system

- Manage Support: Manage all aspects of customer support for assigned customers

- Position Support and DAZ methodology properly and professionally

- Provide input for Managed Service Agreements and other support contracts

- Ensure Roles and Responsibilities are respected

- Ensure meeting agendas and minutes are produced

- Ensure that the DAZ Methodology is followed for development efforts and implementations.

- Ensure that all Support Services staff are adhering to the Support Mindset

- It is not enough to fix problems- solutions need to be explained and training provided to end users

- For reoccurring issues, proactively look for new solutions rather than continue to fix the same problem

- Where appropriate for serious incidents, use root cause analysis to determine best way to mitigate in the future

- Plan support tasks and monitor progress and/or take corrective action

- Ensure that incident ticketing system is properly used by support team as agreed with client (DAZ Issues Tracking system will be used by default if there is not customer input).

- Ensure that all Support Agreement SLA's are being met

- Review developer tasks daily with Support Managers to ensure that all development is being managed to current priorities

- Provide and present project status to client and team

- Produce a semi-monthly status report in DAZ format and meet with customer ERP Project Owner(s) to review

- Completed Activities, Planned Activities and Risk Areas

- Long Term Planning

- SLA's and Incident Ticketing Statistics

- Open Tickets

- Open SR- s

- PCN Summary with Budget and Spend

- Support Roster with planned vacations listed

- Ensure all established Support Service Levels (SLA- s) are being met

- Attend and prepare for any client meetings with Support Team

Attend any Steering Committee meetings and long range planning meetings as required :

Manage functional and technical deliverables and solutions

- Manage priorities of tasks derived from incident ticketing system

- Help customer manage all activities related to Oracle environment(s) and instances

- Provide DAZ Methodology to Support Services

- Provide developers with Programming Standards document

- Functional Solutions

- Ensure the right functional is assigned for solutioning

- Ensure best practices are discussed

- Seek opinion for critical changes

- Interfaces, Extensions, EDI, and other development

- Ensure functional specifications are produced for work greater than 3 days in scope

- Ensure technical design documents are produced, accurate, and signed off, if applicable

Reports :

- Publish post go-live report requirements list

- Ensure report specifications are developed and signed off

- Ensure all changes in Production and test instances are done while adhering to the customer's change management methodology

- For clients with no published methodology, use the DAZ Methodology

- Manage testing process for new implementation and new development

- Help manage application unit and cross-functional business flows testing by business users

- Conduct CRP process where change is appropriately large

- Coordinate testing with end users for break-fix type fixes or small changes

- Assist client with development of testing schedules and scorecards

- Provide sample test scripts

- Assist client with development of Process Flow scripts

- Provide Stress Test Plan, if applicable

- Manage Go-Live process for any new modules or development

- Create and manage detailed Cutover Plan covering client activities and DAZ duties including Production patching and code deployment

- Train client project team on standard functionality and custom applications

- Plan for post go live support of new features

Other Management :

- Provide business perspective to client management

- Escalate all schedule issues to management

- Ensure all relevant documents and codes are place into DAZSI.net

- Identify additional account revenue opportunities

- Ensure adequate level of design documentation is generated given the type of project; FSD, FSA, and/or Setup documents

- Manage project budget and invoice process

- Ensure that any budget caps for customer support are not exceeded or that client agrees to fund additional work beyond the cap

- Ensure all hours are billed to client appropriately

- Ensure timesheet reporting is accurate and on time

- Approve invoices prior to distribution to client

- Follow up with open invoices

- Generate Project Change Notices (PCNs) before services start

- Participate in Pre-Sales activity, as needed

- Go on sales calls with Sales team, if required

- Provide solution options, if required

- Engage with prospective management

- Perform all other job duties as assigned by immediate supervisor that can be successfully completed at the skill level required by this position


- Associate Degree

- Minimum 10+ years Oracle Products implementation/support experience

- Minimum 3+ years Project/Support Management experience

- Knowledge of Best Practices for Finance, Manufacturing or Distribution

- Excellent knowledge of full business processes including how it translates to Oracle ERP products across multiple industry segments

- Able to manage implementation teams including client personnel and interact with client senior management

- Able to estimate tasks, schedule tasks and manage resources and priorities

- Able to demonstrate high level computer skills and knowledge in MS Office, Outlook, Excel and Project

- Excellent management and leadership skills

- Excellent verbal and written communication skills

- Excellent analytical capabilities

- Ability to interact effectively within a team and with client(s)-

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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