Operations Manager - ERP Ecosystem

Egis Road Operation India; Bengaluru; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

Egis Road Operation India is seeking a dynamic leader to establish and run a high‑performance Oracle ERP L2/L3 support hub in Bangalore. You will build a world‑class centre that becomes the central pillar of our Oracle Cloud ERP operations, leading the journey from transition to steady state.

You will recruit 25–50 FTEs by 2026, mentor a Deputy Manager, and drive governance, documentation, and continuous improvement across ITIL processes and global stakeholders.

Qualifications

• 10+ years total experience, with 10+ years in a leadership role managing Oracle ERP support services.
• ITIL v3/v4; Oracle Cloud certifications (Finance, HCM) are a significant plus.

Responsibilities

• Build and lead an L2/L3 Oracle ERP support hub in Bangalore with 25–50 FTEs by end of 2026.
• Recruit, mentor and develop Deputy Manager; ensure operational resilience and succession planning.
• Own performance, capacity planning, workload distribution, attrition and absence management.
• Drive a high-performance culture grounded in accountability and service excellence.
• Define and execute knowledge transfer plans (3–6 months) from incumbent provider.

Skills

Leadership

Oracle ERP

ITIL

Stakeholder mgmt

People mgmt

Education

Bachelor's/Master's in CS/IT/Business

Tools

APIs

OIC

OTBI

BI Publisher

Job description

About Us
Egis is a leading global consulting, construction engineering and operating firm. We work together with our clients, across every aspect of transport, energy, and the built environment to build a more balanced, sustainable, and resilient world. The Egis Group has more than 50 years of experience and a team of 22,000 employees in over 120 countries around the world. Joining our Group means, above all, sharing our values as a people‑first company, strongly committed to sustainability and innovation.

About The Role

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

Team Setup & Leadership

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

Transition & Knowledge Transfer

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

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 intake, prioritisation and execution of change requests, including 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.

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 improvement by identifying automation opportunities and eliminating manual processes.
• 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.
• Cross‑Functional Collaboration: Work closely with Solution Architects, Business Analysts, Middleware and Data & Infrastructure teams.
• Strategic Contribution: Actively contribute to the strategic direction of the Global IT Applications group.

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.

What do we need from you

• Education: Bachelor’s or master’s degree in computer science, information technology, business administration or 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 (Finance, HCM) are a significant plus.

What’s in it for you

• 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 modules.
• Strong background in 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 – Incident, Problem, Change, 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, focusing 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 a talent for recruiting, mentoring and motivating diverse, high‑performing teams.
• Exceptional Communicator: Excellent verbal and written communication skills in English, with the ability 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: High ownership, accountability and the 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.