Oracle Service Support Lead

Job Title

IT Service Support Lead – Oracle EBS & Oracle Fusion Finance Applications

Role Summary

The IT Service Support Lead will be responsible for leading the day-to-day operational support of Oracle EBS and Oracle Fusion Finance applications, ensuring high-quality service delivery in line with ITIL best practices. The role will oversee Incident, Service Request, Major Incident, and Escalation Management while ensuring compliance with agreed SLAs, KPIs, and audit requirements. The individual will also provide technical leadership, people management, stakeholder communication, and continuous service improvement.

Key Responsibilities

Service Operations

1. Support the operational support for Oracle EBS and Oracle Fusion Finance applications.
2. Manage the end-to-end lifecycle of Incidents, Service Requests, Problems, and Major Incidents.
3. Ensure timely resolution of production issues while meeting agreed Service Level Agreements (SLAs).
4. Coordinate with Functional, Technical, Infrastructure, Database, and Integration teams for issue resolution.
5. Drive Root Cause Analysis (RCA) and implement preventive actions for recurring issues.
6. Participate in Change Management activities, including impact assessment and release support.

Major Incident & Escalation Management

1. Act as the Major Incident Manager for critical business-impacting incidents.
2. Lead incident bridge calls and coordinate cross-functional teams during service outages.
3. Provide timely communication and executive updates to business stakeholders.
4. Ensure post-incident reviews and lessons learned are completed.

Service Performance & Governance

1. Monitor and report on operational KPIs and SLA performance.
2. Identify service improvement opportunities and drive continual service improvement initiatives.
3. Manage ticket backlogs, aging incidents, and service request queues.
4. Prepare weekly and monthly operational reports and management dashboards.

Audit & Compliance

1. Support Internal, External, ISAE, SOX, and Information Security audits.
2. Ensure operational processes comply with ITIL standards and organizational governance.
3. Maintain process documentation, SOPs, knowledge articles, and audit evidence.
4. Support risk assessments and compliance initiatives.

People Management

1. Lead and mentor a team of Service Support Analysts.
2. Manage workload allocation, shift planning, performance reviews, coaching, and career development.
3. Identify training needs and develop team capabilities in Oracle Fusion, Oracle EBS, and ITIL processes.
4. Foster a customer-focused and collaborative team culture.

Stakeholder Management

1. Build strong relationships with Business Users, Service Delivery Managers, Vendors, and Technical Teams.
2. Conduct service review meetings and provide operational updates.
3. Ensure customer satisfaction through proactive communication and service excellence.

Required Skills & Experience

Technical Skills

1. Strong knowledge of Oracle EBS and Oracle Fusion Finance Applications.
2. Good understanding of Finance modules such as General Ledger (GL), Accounts Payable (AP), Accounts Receivable (AR), Fixed Assets (FA), Cash Management (CM), Procurement, and Purchasing.
3. Experience with ServiceNow, TOPdesk, or similar ITSM tools.
4. Good understanding of Oracle application support processes.
5. Strong understanding of ITIL Service Management processes:

Leadership Competencies

1. Strong leadership and people management skills.
2. Effective decision-making under pressure.
3. Strong analytical and problem-solving abilities.
4. Excellent written and verbal communication skills.
5. Ability to manage multiple priorities in a fast-paced production support environment.

Experience

1. 8–12 years of IT Application Support experience.
2. Minimum 3–5 years leading Oracle EBS and/or Oracle Fusion Application Support teams.
3. Experience managing global support operations and production support environments.
4. Proven experience in SLA/KPI management, audits, and service governance.

Education

1. Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
2. MBA Finance, BCom & M.com , MCA
3. ITIL Foundation Certification (preferred).
4. Oracle Fusion certifications are an added advantage.

This role is ideal for an experienced service support leader who can ensure operational excellence, maintain high service quality, lead teams effectively, and drive continuous improvement across Oracle EBS and Oracle Fusion Finance application support services within an ITIL framework.

Total Experience Expected: 08-10 years