Manager, Tech Service Delivery

1 month ago

Estero, United States Hertz Full time

A Day in the Life:

Hertz is seeking an outcome oriented, self-directed Oracle Fusion Tech/Service Delivery who will be accountable for the overall delivery, solution and support of database services in the open systems environment (non-mainframe). Technologies currently include Oracle Fusion, Oracle 19C or latest, OCI, OIC, and AWS database technologies. The SDL will work with customers and Service Providers to ensure that the most appropriate levels of services are provided to meet current and future business needs. The SDL will solve problems and initiatives facing the techno-functional area. The SDL will manage and monitor the delivery and outcomes of Managed Services including tracking, reporting and ensuring Service Provider is adhering to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). The SDL will also ensure technical solution and the performance/health of the system on daily basis and all technologies within the tower. The SDL will be the first point of contact for escalation/resolution of client issues and lead incidents until resolution. The SDL will manage and maintain a close relationship with Product and the vendor.

 

What you'll Do:

  • Work closely with Oracle product support on the releases and patching
  • Create performance benchmarks and work closely with DBA’s on tuning
  • Perform code reviews on objects deployed to Prod.
  • Work closely with the Fleet and Accounting teams and owns ongoing roadmap besides owns/reports metrics)
  • Engineering/Technology (overall responsibility for the Hertz and third-party technical resources for operations and enhancements) 
  • Serve as escalation point for significant incidents and be the first point of contact for escalation/resolution of client issues
  • Set incident expectations with and provide ongoing feedback to Service Provider in order for them to successfully handle incident
  • Identify areas for process improvement and execute on those to help improve efficiency, effectiveness and productivity by partnering with the Service Provider and your clients
  • Ensure Service Provider understands the database (Oracle, SQL*Server and DB2) Technology Infrastructure Services annual objectives in order to successfully support them
  • Conduct code review and collaboratively assess partner-developed code
  • Ensure Service Provider provides valid Root Cause Analysis (RCA) and validate the accuracy of the Provider's RCA
  • Conduct regular team meetings to ensure deliverables and timelines are met.
  • Provide input and status as requested to the Vendor Management Office (VMO) via your dotted line reporting relationship
  • Participate in budget planning process
  • Conduct regular team meetings to ensure deliverables and timelines are met.
  • Assist with Database Production Readiness review sessions for new databases going live
  • Ensure adherence to ITSM's Change, Incident and Problem Management processes
  • Provide on-call manager escalation support for production incidents and incidents during business hours and off-hours
  • Participate in knowledge transfer and support turnover transition to Operations teams for new engineering efforts
  • Drive capacity, scalability, reliability, and security initiatives
  • Participate in server hardware/software lifecycle management
  • Establish and maintain working relationship with representatives from the customer/vendor
  • Participate in Disaster Recovery coordination, planning, testing, and execution
  • Work with Service Provider to ensure timely/accurate responses to all types of Audit inquiries (SOC2, First Line of Defense, Risk)
  • As owner of CMDB configuration items (database assets), respond to inquiries from ITSM team when cleanup/edits are required.
  • Coordinate with Service Provider and vendors to ensure databases and Exadata platforms are patched regularly.

 

What We're Looking For:

  • A four year degree in Computer Science or substantially similar program
  • 3+ years’ Service Delivery experience with Managed Service Provider(s)
  • 9+ years technical experience in all phases of database design, development, architecture, capacity planning, and scalability management. Additionally:
    • Experience with Oracle 12c and 19c
    • Experience with Oracle Enterprise Manager (OEM)
    • Oracle ERP & EPM:  
      • Oracle Integration Cloud
      • Oracle ATP Database
      • Oracle ERP Fusion Cloud
      • Oracle BIP
      • Oracle APEX 
      • FDI (Classic Reports)
      • BI Publisher in FDI
      • FDI
      • Oracle ADW Database
      • Oracle Data Integrator 12c MP
      • Object Storage
      • Oracle ADW Database
      • Oracle Data Integrator 
      • Essbase 21c
      • EDMCS
      • Narrative Reporting
      • Oracle Data Integrator
      • EPBCS
  • 8+ years with PLSQL experience
  • Oracle Certified Professional (OCP) or Oracle Certified Master (OCM) in relevant Oracle Fusion Middleware technologies.
  • Experience with Oracle Cloud Infrastructure (OCI) and Oracle Integration Cloud (OIC).
  • Knowledge of DevOps practices, including CI/CD pipelines, automation, and containerization technologies.
  • Excellent verbal, written, and presentation skills and the ability to foster building relationships with a diverse group of application, infrastructure and management leaders
  • Strong knowledge of the Linux & Windows operating system
  • Ability to think and act strategically and evaluate options in the short, medium and long term.
  • Strong planning and organizing skills including the ability to manage several work streams simultaneously.
  • Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues.
  • Experience working in a highly collaborative environment and promoting a teamwork mentality
  • Experience working with various vendors, building partnerships, and establishing communication plans, and roadmap sessions.
  • Energetic and ability to work effectively in a fast-paced environment and under pressure.
  • Ability to cope in a technically complex, fast-changing, and deadline-driven environment.
  • Clear focus on Production stability and resiliency
  • Experience working in a 24x7 support environment
  • Experience with process improvement and operational efficiency projects - both leading and supporting

We expect the starting salary to be around $125,000 to $160,000 with annual bonus and profit sharing eligibility. The actual salary will be determined based on years of relevant work experience. Posting open until position is filled.

What you'll Get:

  • Up to 40% off the base rate of any standard Hertz Rental   
  • Paid Time Off
  • Medical, Dental & Vision plan options
  • Retirement programs, including 401(k) employer matching
  • Paid Parental Leave & Adoption Assistance
  • Employee Assistance Program for employees & family
  • Educational Reimbursement & Discounts
  • Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
  • Perks & Discounts –Theme Park Tickets, Gym Discounts & more
The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.   US EEO STATEMENT  At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture – and our success and reputation as a company.  Individuals are encouraged to apply for positions because of the characteristics that make them unique.  EOE, including disability/veteran

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