Responsibilities
- Provide operational support for Oracle EBS and Oracle Fusion Finance systems.
- Oversee the full lifecycle of incidents, service requests, problems, and major incidents.
- Resolve production issues promptly in alignment with defined SLAs.
- Collaborate with functional, technical, infrastructure, database, and integration teams to troubleshoot and resolve issues.
- Conduct root cause analysis and implement corrective measures to prevent recurring problems.
- Engage in change management processes, including evaluating impacts and supporting releases.
- Serve as the primary coordinator during critical incidents affecting business operations.
- Lead incident bridge calls and align cross-functional teams during system outages.
- Deliver timely updates and executive communications to business stakeholders.
- Ensure post-incident reviews are conducted and lessons learned are documented.
- Track and report on key operational metrics and SLA adherence.
- Identify opportunities for service enhancement and lead continuous improvement efforts.
- Manage backlogs of tickets, aging incidents, and pending service requests.
- Produce regular operational reports and management dashboards on a weekly and monthly basis.
- Assist in internal, external, ISAE, SOX, and information security audits.
- Ensure all operational procedures follow ITIL standards and organizational governance policies.
- Maintain up-to-date process documentation, standard operating procedures, knowledge base articles, and audit records.
- Support risk evaluation and compliance-related activities.
- Supervise and guide a team of service support analysts.
- Oversee workload distribution, shift scheduling, performance evaluations, coaching, and career development.
- Assess training requirements and strengthen team expertise in Oracle Fusion, Oracle EBS, and ITIL practices.
- Promote a collaborative and customer-centric team environment.
- Develop strong working relationships with business users, service delivery managers, vendors, and technical teams.
- Conduct regular service review meetings and share operational status updates.
- Ensure high levels of customer satisfaction through proactive engagement and service quality.
