Description

You will own the delivery of high-quality application support and maintenance services while providing strategic direction to executive sponsors.

Responsibilities

• Direct service operations including Incident, Problem, Change, and Knowledge Management to meet customer needs.
• Manage service health through effective reporting of SLAs and KPIs.
• Oversee service transition planning in collaboration with development and service teams.
• Drive continual service improvement and ensure all contractual obligations are met through proper governance.
• Respond to customer escalations and build relationships with internal, customer, and third-party stakeholders.

Required Skills

• 5+ years of experience in an IT leadership role.
• Direct experience with Oracle Fusion ERP, HCM, or EPM projects.
• ITIL V3 or V4 foundation certification.
• Familiarity with ITSM tooling.
• Technical appreciation of Enterprise Cloud SaaS applications.
• Proven ability to lead application support and maintenance engagements.
• Strong analytical skills with an evidence-based approach to decision-making.
• Effective negotiation and communication skills for stakeholder management.

Preferred Skills

• ITIL Intermediate certification or higher.
• Experience with cloud support projects.

Key Skills

Education

Any Graduate