Supervisor Application Development & Support

The ERP Second Level Support (RUN) Senior Analyst is accountable for ensuring advanced functional support and deep root-cause analysis for complex issues escalated from Triage and Junior Analysts, acting as the subject-matter expert for a specific Oracle EBS module. This role contributes to stable operations by driving effective resolution, implementing preventive measures, and supporting continuous improvement of Oracle EBS processes. The Senior Analyst takes end-to-end ownership of complex tickets, designs and validates functional fixes and workarounds, and ensures structured ticket handover within the Follow-the-Sun model to deliver uninterrupted support coverage. As a qualified first line of defense within the ERP Second Level Support team, this role partners with the Shift Manager, Domain Head, Junior Analysts, ERP Tech Factory, and ERP Product Specialists to ensure seamless escalation paths, high-quality resolution, and consistent service delivery aligned with the organization’s Run operating model.

Key Duties Ticket Resolution & Backlog Management 1. Take end-to-end ownership of complex tickets escalated from Triage and Junior Analysts, ensuring thorough analysis and resolution within SLA targets. 2. Support prioritization and backlog management, especially for high-severity incidents, ensuring alignment with business impact and SLA requirements. 3. Design, validate, and implement functional fixes and workarounds, confirming solution effectiveness with key business stakeholders. 4. Generate structured ticket handover materials to ensure continuity in the Follow-the-Sun model. Root-Cause Analysis & Continuous Improvement 5. Perform in-depth root-cause analysis for complex or non-standard incidents, accurately identifying underlying functional and process failures. 6. Define corrective actions and drive preventive measures to reduce recurring incidents and improve process stability. 7. Contribute to continuous improvement initiatives by identifying patterns, proposing configuration or process enhancements, and sharing findings with the broader team.

Escalation & Collaboration 8. Promptly engage the ERP Product Specialist when additional expertise is required or challenges arise beyond functional scope. 9. Escalate unresolved issues to ERP Tech Factory, providing comprehensive documentation of analysis performed and resolution attempts. 10. Provide updates on solution design and technically resolved tickets to the Shift Manager and relevant stakeholders. 11. Participate in cross-functional stand-ups to remove blockers and accelerate cross-module resolution.