Oracle Cloud Support Lead – Public Sector (Hybrid)

Harvey Nash Group

City of Edinburgh

Hybrid

GBP 59,000 - 96,000

Full time

5 days ago

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Job summary

Harvey Nash Group in Edinburgh is seeking an Oracle Support Co-ordinator for a Public Sector assignment. The role focuses on establishing and evolving Oracle Cloud support, starting with a payment solution rollout, with 2 days onsite per week and a hybrid working pattern.

You will coordinate ITSM processes, runbooks, and reporting, liaise with external MSPs and stakeholders to ensure incidents meet SLAs.

Qualifications

Experience coordinating user‑centred IT support in a structured service management environment.
Experience documenting and maintaining support processes and runbooks.
Experience producing IT service performance reports and management information.
Experience managing relationships with external managed service providers.

Responsibilities

Coordinate the development, implementation and documentation of Oracle Cloud support processes, procedures and runbooks.
Ensure ITSM tooling (IFS Assyst) is configured and used effectively to support Oracle Cloud services.
Produce regular service performance reports and management information, monitoring supplier SLAs.
Act as liaison between internal teams and external MSPs to ensure incidents/requests are routed and resolved within SLA targets.
Support the Senior IT Service Manager and Head of Platform with escalated incidents.
Drive a user‑centred approach to service support and continuous service improvement.