Application Engineering Manager

8 - 10 years experience  •  Software

Salary depends on experience
Posted on 09/21/17
Bedford, MA
8 - 10 years experience
Salary depends on experience
Posted on 09/21/17

Position Summary Data Intensity is an industry leader in analytics, business intelligence, managed and cloud services for enterprise application and data management. We combine best-of-breed technology, excellent services, a flexible business model, and deep-rooted expertise gained from hundreds of successful deployments to uniquely and cost-effectively support the full scope of a customer’s enterprise data lifecycle.
Leveraging our rich Database technology heritage and our purpose-built services and solutions, Data Intensity gives customers the ongoing functional, technical, and integration support that lets them focus on their core businesses, maximize their existing enterprise technology investments, and migrate to new SaaS platforms. At the same time, we offer analytics and business intelligence services that help our customers extract real-time insights and information from their data, which they can apply to drive overall business strategy and growth.
Position Summary:
Reporting directly to the Director, Functional Service Desk, the Application Engineering Manager, with a strong Fusion Middleware (FMW) background as well as experience with Business Intelligence (BI) will manage the day-to-day operations of the Fusion Middleware and Business Intelligence teams. The incumbent must have a strong customer-service mindset and will listen to, scope customers’ needs, and evaluate situations that arise, while making quick but informed decisions as well as managing their direct reports with a coach and mentoring approach. This individual must be highly organized and detail-oriented while possessing excellent analytical and verbal skills. Operating effectively under minimal supervision, being open to constructive feedback from other Data Intensity team members while being a natural leader and always looking to gain their teams’ continuous improvement are some key traits of this individual. This leader must thrive in a team environment and be comfortable with both delegating and holding team members accountable for their individual and corporate goals and objectives. The Application Engineering Manager must be able to address the responsibility of the position with a mindset of doing what is best for the customer and know that they will be a point of escalation to the customer and their team.

  • Provide vision, leadership and day-to-day direction to the assigned global teams
  • Report on and lead support team effectiveness and efficiency and deliver continuous improvements year over year
  • Serve as department escalation to manage the resolution of complex Fusion Middleware and Business Intelligence related issues
  • Responsible to oversee, maintain and improve Fusion Middleware and Business Intelligence monitoring to include proactive response to prevent data and performance issues, at the same time predict future market needs via technological advancements in the marketplace
  • Deliver daily, monthly and weekly customer facing reports on service offerings
  • Manage ticket queue and SLA performance across respective teams and geographies
  • Development and delivery of incident performance dashboard
  • Deliver management performance reporting for technical managers of BI and FMW teams
  • Manage the knowledge management program for the BI and FMW teams
  • Develop standard knowledge management and transfer policies, articles, templates and training
  • Responsible to manage and deliver multiple projects within expected due dates, ensuring to keep all parties involved and informed of progress
  • Recruit, hire, develop, onboard and termination of employees within Data Intensity guidelines
  • Provide team with development and training opportunities for professional growth
  • Coordinate work between multiple global teams
  • Commitment to customer satisfaction and reference ability which ensures that actions contribute towards a positive experience by the customer
  • Identify and act upon service level trends through use of various reporting
  • Effectively communicate procedural and organizational changes to employees and leadership on a regular basis
  • Promote cross-functional and global communication and collaboration to leverage resources for optimal employee engagement and business results
  • Partner with appropriate technical experts and outside vendors to resolve issues in a timely and cost effect manner based on SLAs.
  • Support executive management in decision making, and provide timely and informative status report
  • Develop a cooperative environment that fosters knowledge sharing
  • Supervise managers, direct reports and consultants, assign daily activities, and set strategic goals, ensure quality and timely delivery, and promote positive team sprits
  • Mentor and coach direct reports, conduct performance appraisal, assist in career goals and training plan, and follow HR’s guidelines
  • Other functions and duties as assigned


  • Bachelor’s degree or 8years in the IT Services field


  • 8-10 years of experience with Oracle Fusion Middleware product administration/support
  • 8-10 years of experience with at least one of the following: Oracle SOA, OBIEE, WebCenter products, Java, J2EE and Oracle Application Server platforms
  • 2-4 years of project/people management skills
  • Experience with ITIL based ticketing tools, Service Now preferred
  • Functional technical knowledge sufficient to communicate with technical teams in the areas of: Oracle FMW administration, Oracle EBS/EAM, Primavera, FMW stack, WebCenter, SOA/OSB, BPM, IAM and OBIEE or other BI technologies
  • Act as Middleware subject matter expert for business leaders, end users and IT staff in the areas of application architecture and implementation.
  • Ability to lead Oracle FMW administration efforts and environment installation efforts, working sessions, and deliverable completion
  • Experience in managing client/users expectations and requirements by working on issues of a moderately complex to highly complex nature and escalating more complex issues to vendor or appropriate area
  • Knowledge of OBIEE and other BI tools is preferred
  • Integration experience with Oracle EBS/EAM, Primavera, FMW stack, WebCenter, SOA/OSB/BPM, IAM, and OBIEE
  • Project based resource planning / management and source control
  • Lead projects building and maintaining DEV, QA and PROD and Disaster Recovery environments for middleware
  • Troubleshooting issues and resolving to minimize downtime
  • Experience managing or performing in a leadership role for direct reports and offshore Center of Excellence teams
  • Strong skills in both Microsoft and other common back office tools – MS Word, Excel, PowerPoint, MS Project or Smartsheets, Sales Force and exposure to Oracle EBS
  • Proven track record of successful management and execution of all systems development lifecycle (SDLC) stages from requirements gathering through solution deployment
  • Strong organizational, multi-tasking, and time-management skills
  • Coached, been an active listener, respecting others’ point of view and taking ownership of contributing required input while demonstrating communications skills (written, interpersonal and presentational)
  • Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership on business processes and/or technical problems during program delivery
  • Demonstrated interpersonal skills, customer centric attitude and ability to deal with cultural diversity
  • Proven team player and team building abilities

This role may require access to customer environments as a means of providing the necessary support to resolve an issue or inquiries into performance-related issues, or for periodic maintenance and management of the systems. In some instances, these environments may contain Personally Identifiable Information (PII) (e.g., such as HIPAA-related Personal Health Information – PHI) and Payment Card Information (PCI). Personnel are expected to adhere to the highest standards of ethics and professionalism in protecting PII.

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