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Lead Manager, Oracle Support Operations

2 months ago

Chattanooga, Tennessee, United States Page Mechanical Group Inc Full time

DESIGNED FOR INNOVATION
Page Mechanical Group Inc. is a leader in the mechanical services industry, dedicated to providing cutting-edge solutions for our clients. Our goal is to deliver the highest quality products and services while fostering a sustainable and efficient operational environment.

POSITION OVERVIEW
The Lead Manager, Oracle Support Operations is tasked with ensuring the seamless operation of our global Oracle Cloud Systems (ERP, CX, HCM, OTM). This role encompasses the management of all Oracle support activities, including resource allocation, system oversight, and ticket resolution.

In addition to addressing and resolving issues, the manager will oversee the implementation of system enhancements.

This position will supervise both internal production support analysts and external support teams, including offshore resources.

It is essential to maintain 24/7 operational support and effectively coordinate with Oracle cloud operations to resolve issues as they arise.

The manager will also be responsible for keeping all stakeholders informed about critical issues, performance metrics, and the overall status of production support.

Furthermore, the role involves ensuring a smooth transition from the Oracle implementation team to ongoing support for each project launch.

The manager will facilitate proper escalation procedures and ensure adherence to change management protocols, fostering a culture of urgency among staff to resolve key issues promptly.

Key Deliverables

  • Timely resolution of support tickets within established SLAs
  • Guarantee of 24/7 operational efficiency of Oracle cloud systems
  • Comprehensive reporting and performance metrics
  • Successful delivery of system enhancements
  • Development of effective processes and policies
  • Execution of changes in accordance with approved change management procedures
  • Specification and testing of system modifications
  • Oversight of Oracle Cloud Systems monitoring
Provides daily leadership and guidance to the production support team.

Key Responsibilities

Gather and document requirements from end users and subject matter experts.


Translate business needs into optimal data solutions and develop processes that support the implementation of Oracle ERP and related systems.

Assist internal clients with implementation challenges and communicate necessary changes to existing practices.

Meet established deadlines while managing multiple priorities effectively.

Analyze current legacy data against future requirements, documenting gaps and strategies for addressing them during conversions.


Utilize data conversion, development, and mapping expertise to create effective Oracle business data processes and procedures.


Customizations may be required but should align with global design standards, be well-documented, and adhere to SOX change management processes as outlined by corporate policies.

Provide training, guidance, and technical support to system users as needed.

Offer mentorship to staff, including conducting work reviews and managing project duties.

Recommend and design global data solutions.

Perform additional related tasks and projects as dictated by technology and ERP system requirements.

To excel in this role, candidates should possess:


A Bachelor's degree in Computer Science, Business, or a related field, or an equivalent combination of education and experience.

Over 10 years of experience in supporting Oracle ERP, CX, HCM, OTM, preferably in a cloud environment.

At least 5 years of experience managing an Oracle support team.

Experience with Oracle functional support is essential.

Technical knowledge of Oracle systems is advantageous.

Experience in transitioning systems from implementation to ongoing support is beneficial.

Ability to manage both direct and indirect resources effectively.

Proven skills in influencing, leading teams, and driving organizational change.

Flexibility and adaptability in prioritizing tasks and managing pressures, deadlines, and rapidly changing situations.

Strong communication skills, with the ability to read, analyze, and interpret business documents and regulations. Additionally, the ability to write reports, business correspondence, and procedural manuals is crucial.

Effectively present information and respond to inquiries from groups of managers, clients, and customers.

Customer-focused, with the capability to represent Page Mechanical Group Inc. and its technological solutions to non-technical audiences.

Creative thinker with a results-oriented, analytical mindset and a strong problem-solving approach.

Leadership Expectations

Manage both internal and external direct reports. Coordinate and collaborate with other internal IT teams, project teams, and business resources.