Manager, IT Service Delivery

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:

• Create and/or utilize reports or dashboards on a weekly basis to track and ensure Service Provider is adhering to SLAs and KPIs
• Hands on experience on performance tuning and 
• Product/Functional (overall responsibility for Fleet Planning, Procurement, and Accounting + stakeholder ownership with the Fleet and Accounting teams + owns ongoing roadmap + 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
• 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
• Expert in planning, managing and delivering end to end large projects dealing with multiple vendor partners and various technologies.
• 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:

• 3+ year’s Service Delivery experience with Managed Service Provider(s)
• 8+ years Oracle database administration experience in all phases of database design, development, architecture, capacity planning, and scalability management. Additionally:
  • Experience with Oracle 11g, 12c and 19c
  • Experience with Oracle Enterprise Manager (OEM)
• 5+ years with SQL*Server experience
• 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.
• Stron