ERP Support Manager

9 hours ago

Hyderabad, Telangana, India beBeeLeadership Full time ₹ 17,39,700 - ₹ 24,69,900
Job Title

We are seeking a highly experienced Oracle Cloud ERP Support Lead to manage our support delivery team.

  • Key Responsibilities :
    • Team Leadership :
      - Define and communicate the teams strategic 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 culture within the support team.
    • Technical Support :
      - 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) and continuous improvement initiatives.
    • Process Management :
      - Establish 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.
    • Stakeholder Management :
      - Serve as the primary liaison between customers, internal stakeholders, Oracle product support, and engineering teams for issue resolution and escalations.
    • Service Quality :
      - Track service metrics, customer satisfaction surveys, and scorecards to measure performance and identify improvement areas.
    • Capacity Planning :
      - Forecast team capacity based on upcoming project and support demands.

Required Skills :

  • 10+ years of overall experience, with at least 5 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.

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