Detalii loc de munca - Cluj Napoca

Descrierea jobului - Cluj Napoca

Job Purpose The Automation Solutions Oracle Program Management Office (PMO) is responsible for providing IT support services to all end users in the centralized business systems. The purpose of this role is to act as a local representative of the ASG, functionally and administratively manage Global ASG team members on site, act as duty manager on rotation for the world area time zone and ensure critical success factors are met. Critical success factors include: * Meeting required levels of performance (individual and team) and manage availability of the supported systems/applications * Zero business interruption * A positive support experience * Successful audits * Growth of resources on site Main Responsibilities: Oracle Applications Support Manager * Providing leadership and direct supervision of World Area Support Analysts carrying out production support for Global Oracle E-Business suite instance and peripheral applications for Emerson Automation Solutions * Management of team members processing and resolving Service Desk tickets within the parameters of agreed SLAs * Escalation and management of global issues * Be available on-call to cover weekends and holidays on a rotating basis * Advocate and ensure support team processes are followed to enable excellent service to end users * Works with internal and external colleagues and other teams to seek out and deliver continuous performance improvements and provide a seamless service to users * Maintains the structure of support within the ITIL framework ensuring Processes and Documentations are managed in an efficient manner * Optimizing team performance to meet global team goals through coaching, mentoring and other activities that contribute to building effective teams * Proactive and innovative continuous improvement efforts IT PMO Operations Interim Manager * Responsible for working with functional IT managers from all world areas, local HR, facilities and local recruitment agencies to ensure that top permanent and contracted staff IT talent is hired into the Cluj resources center to service the IT PMO operations * Manage a variety of recruiting efforts, which may include college and internet recruiting and use of recruiting firms * Will be governed by local policies and procedures and will maintain the highest ethical standards in the course of their duties * Will engage in strategies ad actions around coaching, mentoring, retention and termination of employees where necessary * Help drive the necessary succession planning for the existing IT PMO resources in Cluj * Supervise form an administrative perspective, all employees that roll up through IT PMO management * Lend managerial assistance on key projects and teams as needed * Capture and track key performance metrics and report them back to management as requested * Participate in strategic planning sessions, staff meetings and other similar planning sessions


Requirements: * University degree in Computer Science/Information Technology or equivalent preferred * Experience working with Oracle eBusiness Suite (R11i or R12) or other ERP systems * 5+years in user support, customer service or other relevant field * Proven experience developing High Performing teams * Experience monitoring ticketing systems, prioritizing work and balancing team work load * Knowledge and ability to manage with sense of urgency * Experience managing conflict, escalations via phone and email * Ability to present information to non-technical management and project teams * Experience working in a Global Environment * Excellent verbal and written English language skills needed * Proficiency with Excel and PowerPoint * Ability to work in a team and independently and adapt to high pressure situations * Good decision making, organizational and analytical skills needed * Ability to travel globally

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