Job Summary:

The Oracle ERP Support Service Associate Manager is responsible for overseeing the daily operations of Oracle ERP support services. This role ensures the timely resolution of ERP-related incidents, manages oracle quarterly updates and ensures that the client is getting the latest functionality and features following the standard practices, liaises with business and IT stakeholders, and coordinates with internal and external teams to maintain a high level of service delivery and user satisfaction. The role requires a strong technical and business background in Oracle ERP systems (Fusion), service management expertise, and leadership capability.

Key Responsibilities:

• Lead and manage the ERP support team, including assigning tasks, monitoring performance, and ensuring high-quality service delivery.

• Oversee support and maintenance activities for Oracle ERP modules such as Financials, Procurement, Supply Chain, HCM, and Projects.

• Manage and ensure incidents are resolved, service requests, and problem tickets related to Oracle ERP.

• Ensure compliance with SLAs and KPIs for ERP support operations.

• Act as a liaison between IT, vendors, and business units to ensure efficient support and continuous improvement.

• Plan and oversee Oracle quarterly updates, needs to follow the standard practice to fix or apply any change on production environment.

• Lead root cause analysis for critical incidents and develop long-term resolution strategies. Prepare detailed incident and RCA reports, ensuring clear communication of key findings and corrective actions to client leadership to support recovery, continuous improvement, and risk mitigation.

• Ensure documentation of support procedures, system configurations, and known error databases.

• Conduct regular reviews and analysis of system performance, support trends, and user feedback. Generate and present weekly reports to stakeholders, providing clear insights into the status and effectiveness of ERP support services.

• Ensure comprehensive and up-to-date ERP documentation—including user guides, process models, test scripts, and configuration records—is maintained and aligned with ongoing support activities.

• Facilitate training and knowledge transfer for team members and end users.

• Manage vendor relationships and coordinate support escalation when necessary. To build governance, cadence and escalation process to make sure that support services is well structured

• Ensure compliance with security, audit, and data integrity standards.

Required Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field.

• 7+ years of experience in Oracle ERP (EBS or Cloud) systems, with at least 3 years in a managerial or team lead role.

• Strong knowledge of Oracle ERP modules and architecture.

• Experience in managing ERP support in a complex enterprise environment.

• Familiarity with ITIL practices and service management tools (e.g., ServiceNow, Remedy, Manage engine).

• Excellent problem-solving, communication, and stakeholder management skills.

• Ability to manage cross-functional teams and multiple priorities.

Preferred Qualifications:

• Oracle certifications (e.g., Oracle Cloud Infrastructure, Oracle Financials Cloud).

• Experience with Oracle Fusion Cloud applications.

• Project management experience or certification (PMP, PRINCE2).

• Experience in regulated or global enterprise environments.

Soft Skills:

• Strong leadership and team management capabilities.

• Customer service mindset with a proactive approach to problem resolution.

• High attention to detail and ability to work under pressure.

• Excellent written and verbal communication skills.

WHY JOIN US?

• We offer a transparent, fast-paced career progression, with a focus on your strengths and continuous coaching from senior colleagues

• You will benefit from working alongside Accenture experts who are solving some of the biggest industry challenges with innovative thinking and pioneering tools

• Flexible work arrangements and a range of benefits including competitive rewards

• You will have access to state-of-the-art technology that will give you the opportunity to deepen your existing skills even as you help create the latest business trends

• You will also have opportunities to make a difference to the communities in which we work and live

NEXT STEPS:

If this sounds like the ideal role, career and company for you, click below to apply.
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