• Assist with L2 technical support tasks, gaining a solid understanding of the product and its features. • Collaborate with the development team to help resolve more complex issues (L3) for users. • Join daily meetings with the customer service team to help address urgent issues and work together to solve problems effectively. • Support key performance goals (KPIs) and service agreements (SLAs) to help speed up bug fixes and improve the software. • Work with account managers on account setups and solutions for specific customer needs, using your technical skills to support these requests. • Stay informed about our product to answer customer questions accurately. Utilize feedback from customer interactions to suggest improvements for our product and enhance the overall customer experience. • Document special customer setups to help with bug resolution and contribute to ongoing product updates.

• Provide delivery leadership across Oracle Fusion Cloud modules, including Financials, HCM, and SCM, ensuring alignment with Oracle best practices, environments, and release activities. • Develop and manage integrated project plans covering functional and technical workstreams, with a focus on dependencies, milestones, and executive-level communication. • Own end-to-end delivery from planning through go-live and hypercare, enforcing governance, quality standards, and delivery methodology while managing scope, schedule, and budget. • Act as the primary point of coordination across client PMs, business leaders, IT teams, and vendors, facilitating decisions and communicating status, risks, and key outcomes at the executive level. • Proactively identify and manage risks, issues, and dependencies, driving mitigation, escalation, and resolution to protect delivery outcomes and timelines. • Coordinate internal teams, offshore resources, and vendors, with accountability for budget tracking, forecasting, and change management. • Coach and support project managers and workstream leads while modelling accountability, transparency, and collaboration.

**Responsibilities** - Develop project scopes and objectives, involving all relevant stakeholders - Ensure resource allocation - Develop and manage a detailed project schedule and work plan - Manage changes in project scope, schedule, and costs - Measure project performance using appropriate systems, tools, and techniques - Report and escalate to management as needed - Manage the relationship with the client and all stakeholders - Provide project updates on a consistent basis to various departments about strategy, adjustments, and progress - Perform risk management to minimize project risks - Drive project completion by solving problems and overcoming obstacles - Create and maintain comprehensive project documentation - Manage and track progress on sprints and epics - Contribute to task estimation and sprint retrospectives - Keep informed on development progress and communicate expected deliverables - Utilize industry best practices, techniques, and standards throughout entire project execution - Monitor progress and adjust as needed - Measure project performance to identify areas for improvement - Meeting with project team members to identify and resolve issues. - Measure project performance - Run reports and set up reporting systems

• Managing features from the moment the user contacted us to the release. • Determining and defining project scope and objectives, describing user stories and use cases, preparing roadmaps. • Managing product backlog: planning, assessment, decomposition, progress tracking, adjustment. • Establishing and maintaining relationships with relevant client stakeholders, providing day-to-day contact on project status and changes. • Writing release notes and documentation. • Gathering feedback after releases. • Analyzing existing systems and processes, identifying areas for improvement. • Monitoring projects progress and making adjustments as needed.