Oracle Cloud Tier 2 Lead — Support & Development

WMJobs; Oldbury; Hybrid; GBP 42,000 - 62,000; Full time

Job summary

Sandwell Metropolitan Borough Council's IT Division seeks an experienced Tier 2 Support & Development Officer - Functional, based in Oldbury on a permanent, full-time basis. You will provide advanced Oracle Cloud functional support, troubleshoot escalated issues, and drive continuous improvement with cross-functional teams.

The role operates in a hybrid model (3 days in the office, 2 days from home) and involves mentoring Tier 1 staff, collaborating with suppliers, and contributing to service

Qualifications

• Experience in a customer support or IT service role, preferably in an ERP or Oracle Cloud environment.
• Strong supervisory or team leadership experience, with the ability to develop and motivate staff.
• Excellent problem-solving and analytical skills, with the ability to troubleshoot technical and functional issues.
• Ability to communicate effectively with users of varying technical expertise.
• Strong organisational skills and the ability to manage multiple priorities in a fast-paced environment.
• Experience in incident management, ticketing systems, and IT service workflows.
• Knowledge of ITIL Service Management practices.

Responsibilities

• Provide advanced (Tier 2) functional support for Oracle Cloud and related systems.
• Investigate, diagnose, and resolve complex system issues escalated from Tier 1 support.
• Escalate unresolved or highly technical issues to Tier 3 support and liaise with external suppliers where necessary.
• Perform detailed root cause analysis and recommend long-term solutions to prevent recurrence.
• Collaborate with technical, functional, and business teams to ensure effective issue resolution.
• Contribute to ongoing functional development, configuration, and enhancement of Oracle Cloud modules; support testing, deployment, and documentation of changes.
• Ensure incidents, problems, and changes are recorded and managed in line with processes and service standards.
• Provide guidance, mentoring, and knowledge sharing to Tier 1 staff.

Skills

Customer support

Supervisory experience

Problem solving

Effective communication

Organisational skills

Incident management

ITIL awareness

Education

Bachelor's degree or equivalent

Tools

Oracle Cloud

Ticketing systems

Job description

Sandwell Metropolitan Borough Council's IT Division seeks an experienced Tier 2 Support & Development Officer - Functional, based in Oldbury on a permanent, full-time basis. You will provide advanced Oracle Cloud functional support, troubleshoot escalated issues, and drive continuous improvement with cross-functional teams.

The role operates in a hybrid model (3 days in the office, 2 days from home) and involves mentoring Tier 1 staff, collaborating with suppliers, and contributing to service