• Act as the bridge between clients, business teams, and technical teams, ensuring the delivery of the agreed service and customer success • Responsible for leading a globally based cross - functional team, focusing on the planning and execution of project goals and team performance. • Responsible for SLAs (Service Level Agreements) for monitoring, achievement and reporting. • Overall management of customers' ticket queues for Incidents, Problems and Change Requests using ITIL (Information Technology Infrastructure Library) best practices. • Management and co - ordination of the releases' schedule with the team. • Define timelines, scope, deliverables, and ensure execution against them. • Review and approve invoices, revenue adjustments, contract amendments and time entries. • Responsible for monitoring costs and maintaining project margins in line with corporate financial objectives. • Create reports and presentations (e.g.: steering committee, governance meetings, status updates) to customers and C - level executives. • Identify potential risks, continuous improvement initiatives, create mitigation plans and resolve blockers.

• Investigation, troubleshooting and solving customer functional and technical issues (deployment and / or installation). • Customer advisement, collaborating between and across teams. • Knowledge sharing through readiness programs, technical coaching and mentoring of others. • Engaging with Microsoft Engineering / Supportability teams to investigate potential product defects and help drive Microsoft product improvements • Use technology insights to help shape strategy when engaging with customers, partners, and teams. • Act as an advisor to the product group/ engineering teams in order to support process improvements.

• Developed custom solutions for Oracle products in the Retail business area. • Utilized Oracle technologies and frameworks such as Java Webservices, Oracle ADF, PL / SQL and Unix / Korn shell.