Oracle Fusion Support Consultant

4 weeks ago

Delhi NCRGurgaonGurugram, India Pyramid Placements Full time

Early Joiners Preferred

Location : Gurgaon Office ,WFO


Job Description :

Roles & 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.

(ref:hirist.tech)

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