We are seeking a Application Support Lead to lead and enhance our global application support services, with a focus on Oracle EBS R12 and Oracle Fusion Cloud. This role is based in Bogotá, Colombia, and plays a strategic part in ensuring service excellence across multiple time zones.
As a key member of the IT Corporate team, you will partner with business and functional leaders to drive system improvements, manage escalations, and oversee service delivery. You will lead a team of support analysts, manage vendor relationships, and ensure compliance with SLAs while promoting continuous improvement and innovation.
Key Responsibilities
Leadership & Team Management
- Lead, mentor, and develop a team of Application Support Analysts.
- Set performance goals and conduct regular evaluations.
- Ensure timely resolution of escalated issues.
Service Delivery & Oversight
- Oversee daily support operations and ensure SLA adherence.
- Manage external vendors and monitor performance.
- Conduct service reviews and implement quality improvements.
Stakeholder Engagement
- Serve as the main contact for business stakeholders.
- Facilitate service meetings and communicate with senior management.
- Collaborate with project teams to ensure support readiness.
Process & Continuous Improvement
- Drive improvements in incident, problem, and change management.
- Maintain knowledge bases and training materials.
- Promote best practices in testing and documentation.
Strategic Planning
- Contribute to support service roadmaps.
- Identify opportunities for automation and optimization.
- Support budgeting and resource planning.