Oracle Fusion Cloud ERP Technical Support Services Director

3 weeks ago

Gurgaon, Haryana, India Avery Dennison Smartrac Full time

Job Overview

Avery Dennison Corporation seeks a highly skilled and experienced professional to fill the role of Oracle Fusion Cloud ERP Support Services Delivery Lead. This position is a critical component of our IT support team, responsible for providing exceptional support services to our customers.

Key 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.

Qualifications

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 (Oracle Cloud Infrastructure Certified Associate) are a plus.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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