Escalation Manager

Zensar Technologies; United States; Remote; CAD 120,000 - 180,000; Full time

Job summary

Zensar Technologies is seeking an experienced Escalation Manager/Senior Supply Chain Manager to support critical supply chain operations across the United States and Canada in a 100% remote capacity. You will own high-priority escalations, coordinate with cross-functional teams, and drive swift resolutions to minimize business disruption.

The role requires Oracle ERP expertise (EBS), strong incident management experience, and excellent English communication with executive stakeholders.

Qualifications

• Hands-on experience supporting Oracle E-Business Suite (EBS) with emphasis on Inventory Management, Shipping & Logistics, Order Management, Service Supply Chain, and RMA.
• Strong SQL/PL-SQL skills and experience with incident reporting and ISO processes.
• Experience using incident management platforms such as ServiceNow and ability to manage executive-level and global escalations.

Responsibilities

• Own and drive resolution of high-impact escalations, developing STF and LTF strategies.
• Lead and manage escalated incidents to restore operations with minimal disruption.
• Collaborate with Incident Management and governance teams to ensure timely resolutions.
• Conduct weekly audits of support cases and provide actionable improvement recommendations.
• Review communications during outages and incidents to the Service Supply Chain community.
• Identify opportunities for process improvements, automation, and operational excellence.
• Maintain Knowledge Base and support readiness materials, and participate in UAT for Service Supply Chain initiatives.
• Collaborate with global stakeholders and leadership during critical incidents and escalations.

Skills

Executive-level stakeholder management

Presentation skills

Analytical problem solving

Strong communication in English

Incident management

ISO processes

Troubleshooting

Tools

Oracle E-Business Suite (EBS)

Oracle Forms

Oracle PL/SQL

EDI Support

B2B integration technologies

ServiceNow

MuleSoft Integration Platform

API Integration Technologies

E2open Data Transfer Gateway integrations

Job description

We’re a bunch of hardworking, fun-loving, people-oriented technology enthusiasts. We love what we do, and we’re passionate about helping our clients thrive in an increasingly complex digital world. Zensar is an organization focused on building relationships with our clients and with each other—and happiness is at the core of everything we do. In fact, we’re so into happiness that we’ve created a Global Happiness Council, and we send out a Happiness Survey to our employees each year. We’ve learned that employee happiness requires more than a competitive paycheck, and our employee value proposition—grow, own, achieve, learn (GOAL)—lays out the core opportunities we seek to foster for every employee. Teamwork and collaboration are critical to Zensar’s mission and success, and our teams work on a diverse and challenging mix of technologies across a broad industry spectrum. These industries include banking and financial services, high-tech and manufacturing, healthcare, insurance, retail, and consumer services. Our employees enjoy flexible work arrangements and a competitive benefits package, including medical, dental, vision, 401(k), among other benefits.

• including medical, dental, vision, 401(k), among other benefits.

Zensar is seeking an experienced Escalation Manager/Senior Supply Chain Manager with strong expertise in Oracle ERP, Supply Chain Operations, and Incident Management to support critical business operations across the United States and Canada (%100 Remote)

As a key member of the support organization, you will serve as the primary point of contact for high-priority and business-critical escalations, collaborating with cross-functional teams to drive swift resolution, minimize business disruption, and ensure exceptional customer experience.

Key Responsibilities

• Own and drive the resolution of high-impact and critical business issues, developing both Short-Term Fix (STF) and Long-Term Fix (LTF) strategies.
• Lead and manage escalated incidents to restore business operations with minimal disruption.
• Partner with the Incident Management team to ensure timely resolution of critical support cases.
• Conduct weekly audits of approximately 50 support cases and provide actionable recommendations to improve support effectiveness.
• Ensure strict adherence to ISO processes, governance standards, and communication protocols.
• Review and approve communications sent to the Service Supply Chain business community during outages and service-impacting events.
• Identify opportunities for process improvements, optimization, automation, and operational excellence.
• Create, maintain, and continuously enhance Knowledge Base documentation and support readiness materials.
• Participate in User Acceptance Testing (UAT) activities for Service Supply Chain initiatives and document outcomes.
• Collaborate with global business stakeholders, technical teams, and leadership during critical incidents and escalations.
• Support special projects and additional assignments as required.

Required Qualifications

Oracle ERP & Supply Chain Expertise

• Hands-on experience supporting Oracle E-Business Suite (EBS) with emphasis on:
• Inventory Management
• Shipping & Logistics
• Order Management
• Service Supply Chain
• Return Material Authorization (RMA)
• B2B Transactions
• EDI Support
• Oracle Forms
• Oracle PL/SQL

Technical Skills

• Experience supporting enterprise business applications in a production environment.
• Hands-on experience with B2B integration technologies.
• Strong understanding of Incident Reporting (IR) and ISO processes.
• Intermediate-level SQL and PL/SQL skills.
• Experience using incident management platforms such asServiceNow.

Professional Skills

• Excellent verbal and written English communication skills.
• Proven ability to manage executive-level and global stakeholder escalations.
• Strong presentation skills with experience presenting to large audiences.
• Outstanding analytical and problem-solving capabilities.
• Ability to quickly diagnose and resolve application, process, and data-related issues.
• Demonstrated customer service excellence and stakeholder management skills.

Preferred / Nice-to-Have Skills

The following skills can be developed on the job, but prior exposure is highly desirable:

• MuleSoft Integration Platform
• API Integration Technologies
• E2open Data Transfer Gateway integrations
• Reverse Logistics (RL) business processes
• Supply Chain Integration Platforms

Zensar believes that diversity of backgrounds, thought, experience, and expertise fosters the robust exchange of ideas that enables the highest quality collaboration and work product. Zensar is an equal opportunity employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Zensar is committed to providing veteran employment opportunities to our service men and women. Zensar is committed to providing equal employment opportunities for people with disabilities or religious observances, including reasonable accommodation when needed. Accommodation made to facilitate the recruiting process are not a guarantee of future or continued accommodation once hired.

All applicants must be legally authorized to work with Zensar. Visa sponsorship may be available for qualified applicants for certain positions.

Zensar values your privacy. We’ll use your data in accordance with our privacy statement located at: https://zensar.com/privacy-notice