Oracle Service Support Lead

Monitor and report on operational KPIs and SLA performance.

Identify service improvement opportunities and drive continual service improvement initiatives.

Manage ticket backlogs, aging incidents, and service request queues.

Prepare weekly and monthly operational reports and management dashboards.

Support Internal, External, ISAE, SOX, and Information Security audits.

Ensure operational processes comply with ITIL standards and organizational governance.

Maintain process documentation, SOPs, knowledge articles, and audit evidence.

Support risk assessments and compliance initiatives.

Lead and mentor a team of Service Support Analysts.

Manage workload allocation, shift planning, performance reviews, coaching, and career development.

Identify training needs and develop team capabilities in Oracle Fusion, Oracle EBS, and ITIL processes.

Foster a customer-focused and collaborative team culture.

Build strong relationships with Business Users, Service Delivery Managers, Vendors, and Technical Teams.

Conduct service review meetings and provide operational updates.

Ensure customer satisfaction through proactive communication and service excellence.

Strong leadership and people management skills.

Effective decision-making under pressure.

Strong analytical and problem-solving abilities.

Excellent written and verbal communication skills.

Ability to manage multiple priorities in a fast-paced production support environment.

8–12 years of IT Application Support experience.

Minimum 3–5 years leading Oracle EBS and/or Oracle Fusion Application Support teams.

Experience managing global support operations and production support environments.

Proven experience in SLA/KPI management, audits, and service governance.

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

MBA Finance, BCom & M.com , MCA

ITIL Foundation Certification (preferred).

Oracle Fusion certifications are an added advantage.

This role is ideal for an experienced service support leader who can ensure operational excellence, maintain high service quality, lead teams effectively, and drive continuous improvement across Oracle EBS and Oracle Fusion Finance application support services within an ITIL framework.

Total Experience Expected: 08-10 years

UK Shift 12:30 to 9:30 in Summers

1:30 to 10:30 in winters

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.