IT Support Head - Oracle (EBS & Fusion)

Role Overview:

We are seeking an experienced IT Support Head to lead our offshore support delivery for enterprise clients, primarily in the Oracle ERP ecosystem (EBS & Fusion Cloud). This role will be responsible for managing end-to-end support operations, driving service excellence, ensuring SLA adherence, and building a high-performance offshore team. The ideal candidate brings a strong blend of functional understanding, technical depth, process maturity (ITIL), and leadership capability, with proven experience managing large-scale ERP support environments.

 

Key Responsibilities:

Support Delivery Leadership

· Lead and manage 24x5 (or aligned) support operations for Oracle EBS and Oracle Fusion applications

· Ensure adherence to SLAs, KPIs, and client expectations across incident, problem, and change management

· Drive continuous improvement in support processes, turnaround time, and quality

 

Client & Stakeholder Management

· Act as the primary offshore point of contact for onshore IT leadership and business stakeholders

· Provide regular service reviews, reporting, and insights to clients

· Manage escalations with professionalism and urgency

 

Process & Governance

· Implement and enforce ITIL-based processes (Incident, Problem, Change, Release, Service Request)

· Establish strong governance frameworks, documentation, and audit readiness

· Drive adoption of automation, AI tools, and monitoring systems to improve productivity

 

Team Leadership & Development

· Build, mentor, and manage a team of functional and technical analysts

· Ensure optimal resource allocation, shift planning, and skill development

· Foster a culture of ownership, accountability, and continuous learning

 

Technical Oversight

· Provide oversight and guidance across:

o Oracle E-Business Suite (EBS)

o Oracle Fusion Cloud (Financials, SCM, etc.)

o Oracle PaaS-based custom applications

o EBS customizations, extensions, and integrations

o Data Warehousing & Analytics environments

· Collaborate with technical teams on root cause analysis and permanent fixes

 

Operational Excellence

· Drive defect prevention, knowledge management, and reuse strategies

· Establish strong ticket triaging, prioritization, and resolution frameworks

· Improve first-time resolution rates and reduce recurring issues

Required Qualifications:

· Bachelor’s degree in Engineering / Technology (Master’s preferred)

· ITIL Certification (mandatory or strongly preferred)

· 12–18 years of experience in IT services, with at least 5+ years in a leadership role

· Strong experience in Oracle EBS and/or Oracle Fusion ERP support environments

· Proven track record managing offshore delivery for global clients (preferably US-based)

 

Technical & Functional Expertise:

· Deep understanding of:

o Oracle EBS modules (Finance, SCM, OM, etc.)

o Oracle Fusion Applications (Financials/SCM)

· Working knowledge of:

o Oracle PaaS (extensions, integrations)

o EBS customizations and interfaces

o Data Warehousing / Reporting tools

· Familiarity with tools such as:

o ServiceNow / Jira / Remedy / ClickUp (or equivalent)

o Monitoring and alerting tools

o Knowledge management systems

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Leadership & Behavioral Competencies:

· Strong client-facing communication skills (especially with US stakeholders)

· Ability to handle ambiguity, changing requirements, and high-pressure environments

· Excellent problem-solving and decision-making capability

· Proven ability to drive accountability across distributed teams

· High level of ownership and business orientation

 

Nice to Have:

· Exposure to AI-driven productivity tools in support environments

· Experience in transitioning projects into support (hypercare to steady-state)

· Knowledge of FMCG or large enterprise environments

· Experience managing multi-vendor ecosystems

 

Why Join Us:

· Opportunity to lead mission-critical ERP support for global clients

· High-visibility role with direct client interaction and impact

· Competitive compensation aligned with top-tier market benchmarks

· Strong focus on process excellence, automation, and next-gen support models

 

Success Metrics (First 6–12 Months):

· Improved SLA adherence and reduction in escalations

· Measurable improvement in resolution time and ticket backlog

· Strong client satisfaction and positive service reviews

· Stabilized team structure with clear ownership and accountability

· Introduction of automation and process improvements