Oracle Cloud Support Lead (6 Months)

Lorien; City of Edinburgh, Glasgow; Hybrid; GBP 64,000 - 84,000; Full time

Job summary

Lorien is recruiting an Oracle Support Co-ordinator for Edinburgh or Glasgow, with 40% in-person attendance. This 6-month contract focuses on establishing IT support for an Oracle Cloud platform, including launch of a new benefit payment solution and broader support model development.

Under the Senior IT Service Manager, you will document processes, optimize ITSM tooling, and provide regular service reporting while coordinating with internal and external teams to meet SLAs.

Qualifications

• Experience in the co-ordination of user centred IT support services and developing/documenting associated processes/run books.
• Experience developing and producing regular performance reporting in relation to IT services.
• Experience liaising with external managed service providers.

Responsibilities

• Contributing to the development and consistent documentation of new Oracle support processes and associated operating manuals.
• Taking pro-active steps to ensure the ITSM tooling (currently IFS Assyst) is set up effectively to best meet the needs of the Oracle Cloud service.
• Developing and providing regular IT Service reporting for the Oracle Cloud service, including the monitoring of external supplier performance.
• Liaising with internal and external support teams to ensure support calls are routed and resolved within agreed SLAs.
• Supporting the Senior IT Service Manager and Head of Platform in addressing any escalated support calls.

Skills

IT support coordination

Process documentation

Vendor liaison

Job description

Lorien is recruiting an Oracle Support Co-ordinator for Edinburgh or Glasgow, with 40% in-person attendance. This 6-month contract focuses on establishing IT support for an Oracle Cloud platform, including launch of a new benefit payment solution and broader support model development.

Under the Senior IT Service Manager, you will document processes, optimize ITSM tooling, and provide regular service reporting while coordinating with internal and external teams to meet SLAs.