•Work closely with the Business Analysts & BRMs on the new enhancement requests & demands for the region.

•Interact with business stakeholders regularly to build relationships and ensure high customer satisfaction

•Work with Team to review and provide recommendations to continuously improve core AMS processes.

•Perform reviews of major incidents, major problems, and/or changes, as per assigned

processes Incident Management

•Ensure service failures are recorded and managed diligently in Service Now

•Ensure that Oracle related services is restored at the earliest appropriate opportunity

.•Ensure escalation procedures are well defined & activated as necessary.Problem Management

•Facilitate Root Cause Analysis (RCA) – Investigate, document, provide preventative solution, of service failures.

•Proactively identify and develop strategies to avoid potential causes of service failure

.•Maintain FAQs, Knowledge base problems & resolution detailsChange Management

•Interface with Change Advisory Board, in accordance with existing Change processes.

•Attend Change Advisory Board meetings to secure required approvals