Summary of the position:
We seek a highly motivated and talented individual for the Oracle Fusion support services delivery lead role. In this position, you will lead Oracle Fusion's technical and functional support analysts.
You will collaborate with cross-functional teams, to ensure successful support services delivery. Your expertise in Oracle Fusion ERP Cloud will be crucial in the success of support services delivery. This role involves providing functional and technical expertise, overseeing incident resolution, coordinating with stakeholders, and driving continuous improvement initiatives to enhance support services.
Key Responsibilities:
Team Leadership:
- Lead and manage a team of Oracle Fusion support engineers, providing guidance, mentoring, and performance feedback.
- Foster a collaborative and supportive team environment focused on delivering high-quality support services.
- Juggle multiple and conflicting priorities in a timely and sensitive way
Incident Management:
- Oversee the resolution of incidents related to Oracle Fusion applications, ensuring timely response, escalation, and resolution according to established SLAs / KPIs.
- Coordinate with internal teams, AMS partners, third-party vendors, and Oracle support to address complex technical and functional issues and minimize downtime.
- Coordinate and collaborate with teams of geographically dispersed resources to deliver optimal support services
- Deliver end-user satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution
Problem Management:
- Implement a proactive problem management process to identify and address recurring issues and root causes within the Oracle Fusion environment.
- Collaborate with cross-functional teams to implement permanent fixes and preventive measures to improve system stability and reliability.
Service Improvement:
- Continuously evaluate and improve support systems, procedures, and workflows to enhance service delivery efficiency and effectiveness.
- Identify opportunities for automation, standardization, and optimization to streamline support operations and improve customer satisfaction.
- Work with multiple teams to determine necessary activities to deliver projects throughout the given service line or function successfully
- Continuously improving the Oracle Fusion Support delivery model and strategy
- Monitoring internal processes to deliver services to meet contractual obligations
Stakeholder Communication:
- Serve as the primary point of contact for stakeholders, including business users, IT teams, and senior management, regarding Oracle Fusion support issues, status updates, and service improvements.
- Communicate effectively with stakeholders to manage expectations, provide regular updates, and solicit feedback to drive continuous improvement.
Vendor Management:
- Manage relationships with Oracle and third-party vendors, including contract negotiations, service level agreements, and performance evaluations.
- Collaborate with vendors to escalate critical issues, request support, and influence product roadmaps to align with business needs.
Education:
- A degree in Computer Science and/or Engineering or equivalent experience
Qualifications:
- Minimum 10+ years experience in IT Support Services Delivery
- 5+ years of experience in Oracle Fusion applications support, with at least two years in a leadership or managerial role.
- Advanced knowledge of Oracle Fusion Cloud ERP functional modules
- Advanced knowledge of Oracle Fusion Cloud ERP technical modules and infrastructure
- Knowledge of Oracle integration cloud product is a plus
- Excellent relationship-building and interpersonal skills, including cross-cultural competence
- Strong leadership qualities and a passion for working with high-performing teams
- Knowledge and/or certifications with ITIL v2, 3 or 4
- Strong written and verbal communication and presentation skills
- High comfort level with proactively engaging with end-users
- Strong listening skills and ability to ask practical questions, understand end-users' priorities and anticipate their needs
- Advanced analytical and problem-solving skills
- Strong organizational skills with attention to detail and the ability to learn quickly
- Strong technical expertise in Oracle Fusion applications, including configuration, extension, troubleshooting, and performance tuning.
- Experience with incident, problem, and IT service management (ITSM) processes and tools.
- Excellent leadership and team management skills, with the ability to motivate and develop a high-performing support team.
- Effective communication and interpersonal skills, with the ability to interact confidently with stakeholders at all levels of the organization.
- Proven ability to drive continuous improvement initiatives and implement best practices to enhance support services.
- Oracle certifications (e.g., Oracle Cloud Infrastructure Certified Associate) are a plus.
All your information will be kept confidential according to EEO guidelines.
