Oracle Service Support Lead

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Skills you'll use

What you'll do

• Service Operations
• Support the operational support for Oracle EBS and Oracle Fusion Finance applications.
• Manage the end-to-end lifecycle of Incidents, Service Requests, Problems, and Major Incidents.
• Ensure timely resolution of production issues while meeting agreed Service Level Agreements (SLAs).
• Coordinate with Functional, Technical, Infrastructure, Database, and Integration teams for issue resolution.
• Drive Root Cause Analysis (RCA) and implement preventive actions for recurring issues.
• Participate in Change Management activities, including impact assessment and release support.
• Major Incident & Escalation Management
• Act as the Major Incident Manager for critical business-impacting incidents.
• Lead incident bridge calls and coordinate cross-functional teams during service outages.

Who can apply

• Provide timely communication and executive updates to business stakeholders.
• Ensure post-incident reviews and lessons learned are completed.
• Monitor and report on operational KPIs and SLA performance.
• Identify service improvement opportunities and drive continual service improvement initiatives.
• Manage ticket backlogs, aging incidents, and service request queues.
• Prepare weekly and monthly operational reports and management dashboards.
• Support Internal, External, ISAE, SOX, and Information Security audits.
• Ensure operational processes comply with ITIL standards and organizational governance.

About Sopra Steria

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