Oracle Support Engineer-Service Support

Job Description

Job Description – IT Service Desk Analyst ( Oracle)

Position Title: IT Service Desk Analyst

Location: Noida, Work from office

Reporting To: IT Service Desk Manager

Role Overview

We are seeking an experienced IT Service Desk Team SME to manage day to operation Service Desk team. The ideal candidate will have strong expertise in handling voice-based applications (BT CCNG), managing Oracle ERP EBS & Fusion support environments, and applying ITIL practices to deliver high-quality IT services. The role requires excellent leadership, customer service orientation, and process management skills to ensure effective service delivery.

Key Responsibilities

Team & People Management

1. Lead, mentor, and manage a team of Service Desk analysts, ensuring high performance and professional development.
2. Manage shift schedules, workload distribution, and resource allocation for 24x7 support operations.
3. Drive a culture of accountability, collaboration, and continuous improvement within the team.

Service Desk Operations

1. Oversee day-to-day operations of the Service Desk, ensuring timely resolution of incidents, service requests, and escalations.
2. Monitor, analyze, and report on Service Desk performance metrics (SLAs, KPIs, CSAT).
3. Manage end-to-end incident lifecycle, including escalations to L2/L3 teams as required.
4. Handle voice-based IT support operations leveraging BT CCNG or similar telephony platforms.

Oracle ERP & Fusion Support

1. Provide oversight and expertise in supporting Oracle ERP E-Business Suite (EBS) and Oracle Fusion Applications.
2. Ensure functional and technical issues are resolved effectively in collaboration with relevant support teams.
3. Support change, release, and problem management activities related to Oracle ERP environments.

Process & Continuous Improvement

1. Implement and govern ITIL best practices (Incident, Problem, Change, Service Request Management).
2. Contribute to ITSM process improvements, ensuring efficiency, consistency, and compliance.
3. Identify automation opportunities and knowledge management initiatives to reduce call volumes and improve first-call resolution (FCR).

Stakeholder & Customer Engagement

1. Act as the primary point of contact for escalations and critical incidents.
2. Maintain strong relationships with business stakeholders, ensuring alignment of IT services with business needs.
3. Drive customer satisfaction through proactive communication, service reviews, and issue resolution.

Key Skills & Competencies

1. Strong leadership and team management skills.
2. Excellent communication, interpersonal, and stakeholder management abilities.
3. Hands-on experience in managing voice-based applications (BT CCNG) or similar contact center platforms.
4. In-depth knowledge and hands-on experience with Oracle ERP EBS & Oracle Fusion support processes.
5. Strong understanding of ITIL processes and practical implementation experience.
6. Analytical mindset with the ability to interpret data, identify trends, and recommend improvements.
7. Ability to work in a fast-paced, global IT support environment.

Qualifications

1. Bachelor’s degree in Information Technology, Computer Science, or related field.
2. ITIL v3 & ITIL 4 Certified (Foundation/Intermediate/Managing Professional preferred).
3. 8–10 years of experience in IT Service Desk / IT Support, including at least 3–4 years in a team lead or supervisory role.
4. Experience in Oracle ERP EBS & Fusion application support (functional and technical exposure preferred).
5. Exposure to global service delivery models and managed services environments.

Qualifications

BCA/MCA/B.com.M.com/MBA

Additional Information

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.