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Job Description & How to Apply Below
Nex Info is a premier consulting firm founded in 1999. We have been in business for 24+ years and work with clients of all sizes to achieve Operational Excellence’ using a blend of knowledge in both Business Processes and Software Consulting. We offer implementation and managed services for businesses across many industries including Manufacturing, Pharmaceuticals, Biotech, Medical Devices, Industrial Automation, Automobile Industry, and many more.
We have a global footprint across North America, Europe and Asia with a majority of clients distributed across North America with a team size of 300+ employees and our headquarters in California, USA.
Role Overview :
We are looking for a dynamic Project Manager with 6–10 years of experience to manage Oracle Fusion MSP (Managed Services) engagements. The role focuses on ensuring smooth support operations, SLA adherence, client coordination, and driving process improvements across support teams.
Key Responsibilities:
Service Delivery & Support Management
Manage day-to-day Oracle Fusion/EBS support (Finance / SCM / HCM modules)
Ensure SLA compliance for Incidents, Service Requests, and Enhancements
Monitor ticket queues, prioritization, and timely resolution
Track backlog, aging tickets, and ensure closure within defined timelines
Client & Stakeholder Management
Act as a key point of contact for client communication
Conduct Weekly/Monthly Status Reports (WSR/MSR) and governance meetings
Handle escalations and ensure timely resolution
Maintain strong client relationships and ensure high satisfaction
Team Coordination
Coordinate with functional, technical, and integration teams
Support resource planning and task allocation
Track team performance and ensure adherence to delivery standards
Assist in onboarding and KT for new team members
Process & Governance
Follow ITIL-based processes (Incident, Problem, Change Management)
Ensure proper documentation, SOPs, and KT artifacts are maintained
Drive process improvements and standardization across accounts
Ensure compliance with internal governance and audit requirements
Reporting & Metrics
Prepare and share SLA reports, dashboards, and status updates
Track KPIs like SLA %, FCR, backlog, and resolution timelines
Highlight risks, issues, and mitigation plans proactively
Continuous Improvement & Value Adds
Identify automation and efficiency improvement opportunities
Support value-add initiatives (reporting, dashboards, process improvements)
Assist in presales activities, estimations, and proposals (if required)
Required Skills:
Hands-on experience in Oracle Fusion Cloud (Finance / SCM / HCM)
Experience in MSP / AMS / Production Support environment
Knowledge of ticketing tools (Freshdesk, Service Now, JIRA, etc.)
Strong communication and stakeholder management skills
Experience in SLA-driven delivery and escalation handling
Basic understanding of ITIL processes
Preferred Qualifications:
PMP / Prince2 (preferred but not mandatory)
ITIL Foundation certification
Exposure to Oracle EBS / Fusion implementations
Knowledge of reporting tools (Excel, Power BI)
Key
Competencies:
Coordination & Team Management
Client Communication
Problem Solving
Time Management & Multitasking
Process Orientation
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