To interview, test, hire, coach new support analysts To develop internal training programs for new joiners in such a way that they will be able to rapidly accommodate and cope with the dynamics of a fast changing environmentTo guide analysts into delivering quality support services to Fusion customers and to find and address gaps (technical knowledge, soft skills, tools)To make sure the requests are worked and solved based on their urgency and the impact they have on customers’ businessesTo set objectives and measure individual performance against them and to perform regular appraisal meetings To elaborate personal development plans, to set intermediate goals and to supervise the evolutionTo handle customer escalation requests, and defuse critical situations To act as support POC for highly visible customers, to join regular calls and get involved into their critical projects To allocate resources in various global projects and to manage some of the projects.

To manage a team of 15 -20 engineers to deliver quality support services to Fusion Financial customers.  To handle customer escalation requests, and defuse critical situations To understand the impact that different issues have on customers' business and provide guidance to engineers in order to match requirementsTo measure individual performance against objectives and to perform regular appraisal meetingsTo ensures proper utilization of resources, including resource readiness, hiring and training, and provides justification for additional resource requests

Provide customer support services for PeopleSoft Financial and Supply Chain Management Applications: Billing, Asset Management, Inventory, Cost Management and Order Management Tasks and Responsibilities:o Providing the required information about products’ functionalities both to external customers and to colleagues;o Testing issues reported by customers and collaborating with Development Team in order to have the issues resolved;o Prioritize the tasks; concentrate on customer’s critical needs and offer the best solution;o Understanding the processes and flows of the data to be able to map them on customer business needs;o Mentoring and training new engineers in order to help them acquiring in a timely matter the required knowledge level;o Create and update the knowledge repository with “how to“ documents ;

PeopleSoft SCM Engineer, supporting Inventory, Cost Management, Billing and Order Management

Bill Review meetings coordinator;Software testing. coordinator;Service Level Agreements negotiation and measurement;Tasks and Responsibilities:o To coordinate and supervise Bill Review activities, o To assure first level of support for Bill Review Specialistso To coordinate and supervise software testing during Billing User Acceptance Test; o To identify and investigate Billing issueso To report issues to vendors and to monitor them until solving;o To negotiate, document and monitor IT KPIs in order to identify the opportunities for improvement;.o To monitor agreed service level through monthly reports;o Balance Scorecard measuremento To provide periodical quality and revenue assurance reports;o To involve in projects regarding quality assurance, process improvement and revenue assuranceo Create and maintain work procedures