Operations Manager - ERP Ecosystem

Egis; Bengaluru; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

Egis seeks a dynamic leader to establish and run a world‑class Oracle ERP L2/L3 support hub in Bangalore. Build a 25–50 FTE team, drive a structured knowledge transfer, and own end‑to‑end transition and service delivery with strong ITIL governance.

You will coordinate with global IT leadership, manage stakeholder expectations, and shape a resilient AMS delivery model across Finance, PPM and HCM modules, while fostering a high‑performance culture.

Qualifications

• 10+ years in leadership managing Oracle ERP support.
• Experience building global delivery models and support hubs.
• ITIL v3/v4 and Oracle Cloud certifications are a plus.

Responsibilities

• Establish and run a high-performance Oracle ERP L2/L3 support hub in Bangalore.
• Lead recruitment and onboarding to scale to 25–50 FTEs by 2026.
• Oversee transition from incumbent provider with knowledge transfer plan (3–6 months).
• Manage incident, problem, change and release processes with KPIs and SLAs.
• Coordinate with global IT leadership and European partners to ensure aligned service delivery.

Skills

Oracle ERP expertise

Leadership

ITIL Knowledge

Stakeholder Management

Strategic Planning

Education

Bachelor's or Master's in CS/IT/BA

Tools

OTBI

BI Publisher

APIs

OIC

Job description

Job Description

We are seeking a dynamic and experienced leader to establish and run a high-performance Oracle ERP L2/L3 support hub in Bangalore. This role will build a world‑class support factory that becomes the central pillar of our global Oracle Cloud ERP operations.

Team Setup & Leadership

• Recruit & Scale: Lead the end‑to‑end recruitment and onboarding strategy to build a team of 25‑50 FTEs by the end of 2026, establishing a robust talent pipeline.
• Mentorship: Identify, mentor, and develop a Deputy Manager to ensure operational resilience, business continuity and succession planning.
• People Management: Act as the single point of accountability for team performance, capacity planning, workload distribution and workforce management, including attrition and absence management.
• Culture Building: Forge a high‑performance team culture grounded in accountability, collaboration and an unwavering commitment to service excellence.

Transition & Knowledge Transfer

• Structured Transition: Define and execute a comprehensive knowledge transfer plan (3‑6 months) from the incumbent service provider, ensuring a seamless and risk‑free transition of all support activities.
• Progressive Takeover: Lead a phased, parallel‑run approach to take full ownership of the support function, validating team readiness and process maturity at each stage.
• Documentation & Enablement: Ensure the creation and maintenance of a robust knowledge base, comprehensive system documentation and training materials to empower the team.

Service Delivery & Operations (L2 Support)

• Incident & Problem Management: Ensure resolution aligns with strict SLAs and KPI targets (availability, resolution time, CSAT, etc.).
• Change & Release Management: Oversee the intake, prioritisation and execution of change requests, including the management of quarterly patching cycles and environment refreshes.
• Technical Stewardship: Coordinate with middleware, data and infrastructure teams to manage integrations (APIs, OIC) and ensure system stability.
• Reporting & Analytics: Manage the delivery of critical reports and dashboards using OTBI and BI Publisher, providing actionable insights to stakeholders.

Process, Tools & Performance Management

• ITIL Framework: Define, implement and continuously improve ITIL‑aligned processes (Incident, Problem, Change, Knowledge, Service Level Management).
• Tooling & Metrics: Deploy and optimise ITSM tools to automate workflows, enhance reporting and provide real‑time visibility into service performance.
• Continuous Improvement: Champion a culture of continuous improvement by identifying automation opportunities, eliminating manual processes and leveraging AI capabilities to enhance efficiency.
• Governance & Reporting: Deliver regular, data‑driven performance reports to senior leadership and global governance bodies.

Stakeholder & Ecosystem Management

• Global Interface: Serve as the primary point of contact for global IT leadership, business stakeholders and European partners, effectively bridging time zones and cultural differences.
• Cross‑Functional Collaboration: Work closely with internal teams including Solution Architects, Business Analysts, Middleware and Data & Infrastructure teams to ensure cohesive service delivery.
• Strategic Contribution: Actively contribute to the strategic direction of the Global IT Applications group, positioning the Bangalore centre as a key strategic asset.

Context & Organizational Positioning

• The role is part of a strategic transformation programme to build an India‑centric GCC model (≈85% India footprint).
• The manager is a key operational leader within the Global IT organisation.
• The position interacts daily with international stakeholders, especially in Europe.
• The organisation aims to build long‑term internal capabilities and reduce dependency on external vendors.

Qualifications

• Education: Bachelor's or master’s degree in computer science, Information Technology, Business Administration or a related field.
• Experience: 10+ years total experience, with at least 10+ years in a leadership role managing Oracle ERP support services.
• Preferred Certification: ITIL v3/v4, Oracle Cloud certifications (e.g., Financials, HCM) are a significant plus.

Additional Information

• Proven experience in building, scaling and leading L2/L3 support teams of 20+ FTEs in a global delivery model.
• Deep, hands‑on experience in managing Oracle Cloud ERP support services across Finance, PPM and HCM.
• Strong background in Application Management Services (AMS) or support factory models.
• Demonstrated experience in managing complex transitions or Build‑Operate‑Transfer projects, ideally in consulting or system integration firms.
• Must have experience collaborating with European stakeholders (ideally French) and navigating multicultural, matrixed environments.

Technical & Functional Expertise

• Deep Domain Knowledge: Expert understanding of Oracle Cloud ERP (Finance, PPM, HCM) and its underlying architecture.
• ITIL Mastery: Strong command of ITIL service lifecycle processes, specifically Incident, Problem, Change and Release Management.
• Technical Acumen: Working knowledge of integration technologies (APIs, OIC), environment management and reporting tools (OTBI, BI Publisher).
• SLA Management: Proven track record of managing KPI and SLA‑driven support models, with a focus on service quality and customer satisfaction.

Leadership & Soft Skills

• Structured & Analytical: Strong organisational skills with a data‑driven approach to problem‑solving and decision making.
• Inspirational Leader: Natural people leader with talent for recruiting, mentoring and motivating diverse high‑performing teams.
• Exceptional Communicator: Excellent verbal and written communication skills in English, able to articulate complex technical issues to senior executives.
• Strategic & Execution‑Oriented: Visionary leader who can define a clear roadmap and also roll up their sleeves to drive execution in a transformation context.
• Resilient & Adaptable: Possesses high ownership, accountability and ability to navigate ambiguity and manage change effectively.

Success Metrics (First 12‑18 Months)

• Successful recruitment, build‑out and stabilization of the Bangalore L2 support team.
• Seamless and timely completion of knowledge transfer and full operational transition.
• Achievement of target headcount and operational readiness by the end of 2026.
• Consistent compliance with defined SLA/KPI targets for service quality and delivery performance.
• Establishment of a robust governance model and continuous improvement culture.