Job Description
We are seeking an experienced Oracle EBS Application Support Lead to own the day-to-day delivery of L1 and L2 support operations. In this role, you will serve as the primary point of contact for the client, lead and mentor a support analyst team, own service delivery KPIs, and act as the functional escalation bridge to the L3 engineering team.
Responsibilities
- Team Leadership & Mentoring
- Manage and mentor L1/L2 Support Analysts — setting priorities, reviewing work quality, and supporting professional development
- Conduct regular team check-ins and provide coaching on issue resolution approaches and documentation standards
- Onboard new analysts to the client environment, ITSM tooling, and support processes
- Client & Stakeholder Communication
- Serve as the primary day-to-day contact for the client, delivering status updates, issue summaries, and escalation communications
- Facilitate regula...