Infotech - Oracle Cloud ERP Support Lead

Position Summary :

We are seeking a highly experienced Oracle Cloud ERP Support Lead to manage our ERP support delivery team. This role will focus on managing the day-to-day technical operations, support delivery, escalations, and continuous service improvements for Oracle Cloud ERP environments. The ideal candidate should have a proven track record in leading large-scale support teams, deep expertise in Oracle Cloud ERP modules, and strong operational leadership capabilities.

Key Responsibilities :

Team & Operational Leadership :

- Define and communicate the teams strategic and tactical support objectives aligned with business goals.

- Lead and manage a cross-functional technical support team, driving performance through KPIs such as SLA, MTTR, MTTS, and customer satisfaction.

- Foster a results-driven, accountable, and high-performance culture within the support team.

- Regularly evaluate workloads and performance, balancing resource utilization and efficiency.

- Conduct 1:1 coaching sessions, performance evaluations, and identify training/upskilling requirements.

Technical Support Oversight :

- Act as the escalation point for all high-priority or complex Oracle Cloud ERP incidents and service requests.

- Monitor and improve end-to-end support processes for Oracle Cloud ERP modules including Financials (GL, AP, AR, FA, CM), Procurement, Projects, SCM, and others.

- Drive root cause analysis (RCA), permanent fixes, and continuous improvement initiatives.

- Champion support automation, proactive issue detection, and health check frameworks.

Process & Compliance Management :

- Establish, document, and enforce support processes and best practices based on ITIL and Oracle Unified Method (OUM).

- Ensure compliance with internal controls, SOX, and customer-specific security/regulatory standards.

- Lead process audits and take ownership of remediation actions in case of non-compliance.

Stakeholder Management :

- Serve as the primary liaison between customers, internal stakeholders, Oracle product support, and engineering teams for issue resolution and escalations.

- Ensure accurate and timely communication of issue status, risks, and action plans to business and IT leadership.

Service Quality & Metrics :

- Track service metrics, customer satisfaction surveys, and scorecards to measure performance and identify improvement areas.

- Continuously analyze support patterns and introduce process re-engineering or tooling to improve efficiency and effectiveness.

Capacity Planning & Hiring :

- Forecast team capacity based on upcoming project and support demands.

- Lead recruitment, onboarding, and team structuring to ensure the right talent mix for operational success.

Required Skills & Experience :

- 10+ years of overall experience, with at least 45 years in a managerial or lead support role for Oracle Cloud ERP.

- Hands-on expertise across Oracle Fusion Cloud ERP modules (Finance, Procurement, Projects, SCM, etc.).

- Deep understanding of Oracle Cloud architecture, configurations, integrations (OIC, REST/SOAP APIs), extensions, and reporting (OTBI, BI Publisher).

- Strong experience in incident, problem, change, and release management within Oracle ERP environments.

- Familiarity with support tools and monitoring platforms (ServiceNow, Jira, PagerDuty, Oracle Support, etc.).

- Experience managing global teams and working in a distributed support model (follow-the-sun or 24x7).

- ITIL Foundation or higher certification preferred.

- PMP, Oracle Cloud Infrastructure (OCI), or Oracle Cloud ERP certifications are a plus.