ERP Support Services Lead
1 week ago
A leading global materials science company specializing in the design and manufacture of a wide variety of labeling and functional materials.
Job DescriptionThe Oracle Fusion support services delivery lead will oversee technical and functional support analysts, collaborating with cross-functional teams to ensure successful support services delivery.
Key Responsibilities:- 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.
- 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.
- 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.
- 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.
$120,000 per year plus benefits including health insurance, retirement plan, and paid time off.
Requirements- A degree in Computer Science and/or Engineering or equivalent experience.
- 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.
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