About Nexinfo:
NexInfo is a premier consulting firm founded in 1999. We have been in business for 26+ 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 most 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
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Manage day-to-day Oracle Fusion/EBS support (Finance / SCM / HCM modules)
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Ensure SLA compliance for Incidents, Service Requests, and Enhancements
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Monitor ticket queues, prioritization, and timely resolution
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Track backlog, aging tickets, and ensure closure within defined timelines
Client & Stakeholder Management
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Act as a key point of contact for client communication
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Conduct Weekly/Monthly Status Reports (WSR/MSR) and governance meetings
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Handle escalations and ensure timely resolution
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Maintain strong client relationships and ensure high satisfaction
Team Coordination
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Coordinate with functional, technical, and integration teams
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Support resource planning and task allocation
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Track team performance and ensure adherence to delivery standards
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Assist in onboarding and KT for new team members
Process & Governance
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Follow ITIL-based processes (Incident, Problem, Change Management)
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Ensure proper documentation, SOPs, and KT artifacts are maintained
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Drive process improvements and standardization across accounts
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Ensure compliance with internal governance and audit requirements
Reporting & Metrics
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Prepare and share SLA reports, dashboards, and status updates
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Track KPIs like SLA %, FCR, backlog, and resolution timelines
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Highlight risks, issues, and mitigation plans proactively
Continuous Improvement & Value Adds
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Identify automation and efficiency improvement opportunities
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Support value-add initiatives (reporting, dashboards, process improvements)
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Assist in presales activities, estimations, and proposals (if required)
Required Skills:
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Hands-on experience in Oracle Fusion Cloud (Finance / SCM / HCM)
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Experience in MSP / AMS / Production Support environment
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Knowledge of ticketing tools (Freshdesk, ServiceNow, JIRA, etc.)
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Strong communication and stakeholder management skills
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Experience in SLA-driven delivery and escalation handling
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Basic understanding of ITIL processes
Preferred Qualifications:
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PMP / Prince2 (preferred but not mandatory)
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ITIL Foundation certification
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Exposure to Oracle EBS / Fusion implementations
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Knowledge of reporting tools (Excel, Power BI)
Key Competencies:
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Coordination & Team Management
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Client Communication
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Problem Solving
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Time Management & Multitasking
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Process Orientation
Seniority level: Expertise
Shift Timing: CST (5PM to 2:30 AM IST)
Employment type: Full time
Location: Chennai
