Oracle Service Support Lead
Sopra Steria
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Job summary
Sopra Steria is seeking an IT Service Support Lead to drive day-to-day operational support for Oracle EBS and Oracle Fusion Finance applications. You will oversee incident, service request, and major incident management with ITIL-aligned governance and lead a team of Service Support Analysts.
The role requires strong leadership, global delivery experience, and ability to coordinate with cross-functional teams to improve service performance and compliance.
Qualifications
- 8–12 years of IT Application Support experience.
- 3–5 years leading Oracle EBS and/or Oracle Fusion Application Support teams.
- Experience managing global support operations, SLA/KPI management, audits, and service governance.
- Bachelor's degree in related discipline; ITIL Foundation preferred; Oracle Fusion certs an added advantage.
Responsibilities
- Manage end-to-end lifecycle of Incidents, Service Requests, Problems, and Major Incidents.
- Ensure timely resolution of production issues per SLAs.
- Coordinate with Functional, Technical, Infrastructure, Database and Integration teams.
- Drive Root Cause Analysis (RCA) and preventive actions for recurring issues.
- Lead Major Incident management and incident bridge calls.
- Oversee Change Management activities and release support.
- Monitor KPIs, prepare reports and dashboards.
- Support audits (ISAE, SOX, IT risk) and ITIL governance.
- Mentor and develop Service Support Analysts.
Skills
Education
Tools
Job description
Sopra Steria, a major Tech player in Europe with 51,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies and organisations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a collaborative approach. Sopra Steria places people at the heart of everything it does and is committed to putting digital to work for its clients in order to build a positive future for all. In 2025, the Group generated revenues of €5.6 billion.
Sopra Steria, a major Tech player in Europe with 51,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies and organisations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a collaborative approach. Sopra Steria places people at the heart of everything it does and is committed to putting digital to work for its clients in order to build a positive future for all. In 2025, the Group generated revenues of €5.6 billion.
The IT Service Support Lead will be responsible for leading the day-to-day operational support of Oracle EBS and Oracle Fusion Finance applications, ensuring high-quality service delivery in line with ITIL best practices. The role will oversee Incident, Service Request, Major Incident, and Escalation Management while ensuring compliance with agreed SLAs, KPIs, and audit requirements. The individual will also provide technical leadership, people management, stakeholder communication, and continuous service improvement.
- Support the operational support for Oracle EBS and Oracle Fusion Finance applications.
- Manage the end-to-end lifecycle of Incidents, Service Requests, Problems, and Major Incidents.
- Ensure timely resolution of production issues while meeting agreed Service Level Agreements (SLAs).
- Coordinate with Functional, Technical, Infrastructure, Database, and Integration teams for issue resolution.
- Drive Root Cause Analysis (RCA) and implement preventive actions for recurring issues.
- Participate in Change Management activities, including impact assessment and release support.
- Act as the Major Incident Manager for critical business-impacting incidents.
- Lead incident bridge calls and coordinate cross-functional teams during service outages.
- Provide timely communication and executive updates to business stakeholders.
- Ensure post-incident reviews and lessons learned are completed.
- Monitor and report on operational KPIs and SLA performance.
- Identify service improvement opportunities and drive continual service improvement initiatives.
- Manage ticket backlogs, aging incidents, and service request queues.
- Prepare weekly and monthly operational reports and management dashboards.
- Support Internal, External, ISAE, SOX, and Information Security audits.
- Ensure operational processes comply with ITIL standards and organizational governance.
- Maintain process documentation, SOPs, knowledge articles, and audit evidence.
- Support risk assessments and compliance initiatives.
- Lead and mentor a team of Service Support Analysts.
- Manage workload allocation, shift planning, performance reviews, coaching, and career development.
- Identify training needs and develop team capabilities in Oracle Fusion, Oracle EBS, and ITIL processes.
- Foster a customer-focused and collaborative team culture.
- Build strong relationships with Business Users, Service Delivery Managers, Vendors, and Technical Teams.
- Conduct service review meetings and provide operational updates.
- Ensure customer satisfaction through proactive communication and service excellence.
- Strong knowledge of Oracle EBS and Oracle Fusion Finance Applications.
- Good understanding of Finance modules such as General Ledger (GL), Accounts Payable (AP), Accounts Receivable (AR), Fixed Assets (FA), Cash Management (CM), Procurement, and Purchasing.
- Experience with ServiceNow, TOPdesk, or similar ITSM tools.
- Good understanding of Oracle application support processes.
- Strong understanding of ITIL Service Management processes.
- Strong leadership and people management skills.
- Effective decision-making under pressure.
- Strong analytical and problem-solving abilities.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced production support environment.
- 8–12 years of IT Application Support experience.
- Minimum 3–5 years leading Oracle EBS and/or Oracle Fusion Application Support teams.
- Experience managing global support operations and production support environments.
- Proven experience in SLA/KPI management, audits, and service governance.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
- MBA Finance, BCom & M.com , MCA
- ITIL Foundation Certification (preferred).
- Oracle Fusion certifications are an added advantage.
This role is ideal for an experienced service support leader who can ensure operational excellence, maintain high service quality, lead teams effectively, and drive continuous improvement across Oracle EBS and Oracle Fusion Finance application support services within an ITIL framework.
Total Experience Expected: 08-10 years
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
- ITIL Foundation Certification (preferred).
- Oracle Fusion certifications are an added advantage.
UK Shift 12:30 to 9:30 in Summers
1:30 to 10:30 in winters
At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.
All of our positions are open to people with disabilities.
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