Operations Manager

Job Description

We are seeking a dynamic and experienced leader to establish and run a high-performance Oracle ERP L2/L3 support hub in Bangalore. This is a pivotal leadership role, designed to build a world-class 'support factory' that will progressively become the central pillar of our global Oracle Cloud ERP operations.

In this strategic role, you will be responsible for the end-to-end lifecycle of our support services, covering critical business functions like Finance, Project Portfolio Management (PPM), and Human Capital Management (HCM). You will lead the recruitment and development of a large team of functional and technical experts, orchestrate a complex knowledge transition from our current partner, and drive operational excellence to ensure we meet and exceed global service level agreements.

This is a high-visibility role for a transformational leader, offering the opportunity to shape a new global capability centre and work extensively with international stakeholders.

Team Setup & Leadership

▪ Recruit & Scale: Lead the end-to-end recruitment and onboarding strategy to build a team of 25-50 FTEs by the end of 2026, establishing a robust talent pipeline.

▪ Mentorship: Identify, mentor, and develop a Deputy Manager to ensure operational resilience, business continuity, and succession planning.

▪ People Management: Act as the single point of accountability for team performance, capacity planning, workload distribution, and workforce management, including attrition and absence management.

▪ Culture Building: Forge a high-performance team culture grounded in accountability, collaboration, and an unwavering commitment to service excellence. Transition & Knowledge Transfer

▪ Structured Transition: Define and execute a comprehensive knowledge transfer plan (3-6 months) from our incumbent service provider, ensuring a seamless and risk-free transition of all support activities.

▪ Progressive Takeover: Lead a phased, parallel-run approach to take full ownership of the support function, validating team readiness and process maturity at each stage.

▪ Documentation & Enablement: Ensure the creation and maintenance of a robust knowledge base, comprehensive system documentation, and training materials to empower the team. Service Delivery & Operations (L2 Support)

▪ End-to-End Service Ownership: Manage the full lifecycle of Oracle ERP support, including:

• Incident & Problem Management: Ensure resolution aligns with strict SLAs and KPI targets (availability, resolution time, CSAT, etc.).
• Change & Release Management: Oversee the intake, prioritization, and execution of change requests, including the management of quarterly patching cycles and environment refreshes.
• Technical Stewardship: Coordinate with middleware, data, and infrastructure teams to manage integrations (APIs, OIC) and ensure system stability.
• Reporting & Analytics: Manage the delivery of critical reports and dashboards using OTBI and BI Publisher, providing actionable insights to stakeholders.

Process, Tools & Performance Management

▪ ITIL Framework: Define, implement, and continuously improve ITIL-aligned processes (Incident, Problem, Change, Knowledge, Service Level Management).

▪ Tooling & Metrics: Deploy and optimize ITSM tools to automate workflows, enhance reporting, and provide real time visibility into service performance.

▪ Continuous Improvement: Champion a culture of continuous improvement by identifying automation opportunities, eliminating manual processes, and leveraging agentic AI capabilities to enhance efficiency.

▪ Governance & Reporting: Deliver regular, data-driven performance reports to senior leadership and global governance bodies. Stakeholder & Ecosystem Management

▪ Global Interface: Serve as the primary point of contact for global IT leadership, business stakeholders, and European partners, effectively bridging time zones and cultural differences.

▪ Cross-Functional Collaboration: Work closely with internal teams including Solution Architects, Business Analysts, Middleware, and Data & Infrastructure teams to ensure cohesive service delivery.

▪ Strategic Contribution: Actively contribute to the strategic direction of the Global IT Applications group, positioning the Bangalore center as a key strategic asset. Context & Organizational Positioning

• The role is part of a strategic transformation program to build an India-centric GCC model (≈85% India footprint)

• The manager is a key operational leader within the Global IT organization

• The position interacts daily with international stakeholders, especially in Europe

• The organization aims to build long-term internal capabilities and reduce dependency on external vendors

Qualifications

• Education: Bachelor's or master’s degree in computer science, Information Technology, Business Administration, or a related field.
• Experience: 10+ years of total experience, with at least 10+ years in a leadership role managing Oracle ERP support services.
• Preferred Certification: ITIL v3/v4 Certification; Oracle Cloud certifications (e.g., Financials, HCM) are a significant plus.

Additional Information

▪ Proven experience in building, scaling, and leading L2/L3 support teams of 20+ FTEs in a global delivery model.

▪ Deep, hands-on experience in managing Oracle Cloud ERP support services, specifically across Finance, PPM, and HCM modules.

▪ Strong background in Application Management Services (AMS) or support factory models.

▪ Demonstrated experience in managing complex transitions or Build-Operate-Transfer (BOT) projects, ideally in consulting or system integration firms.

▪ Must have experience collaborating with European stakeholders (Ideally French) and navigating multicultural, matrixed environments. Technical & Functional Expertise

Deep Domain Knowledge:

Expert understanding of Oracle Cloud ERP (Finance, PPM, HCM) and its underlying architecture.

▪ ITIL Mastery: Strong command of ITIL service lifecycle processes, specifically Incident, Problem, Change, and Release Management.

▪ Technical Acumen: Working knowledge of integration technologies (APIs, OIC), environment management, and reporting tools (OTBI, BI Publisher).

▪ SLA Management: Proven track record of managing KPI and SLA-driven support models, with a focus on service quality and customer satisfaction.

Leadership & Soft Skills

▪ Structured & Analytical: Strong organizational skills with a data-driven approach to problem-solving and decision making.

▪ Inspirational Leader: A natural people leader with a talent for recruiting, mentoring, and motivating diverse, high performing teams.

▪ Exceptional Communicator: Excellent verbal and written communication skills in English, with the ability to articulate complex technical issues to senior executives.

▪ Strategic & Execution-Oriented: A visionary leader who can define a clear roadmap and also roll up their sleeves to drive execution in a transformation context.

▪ Resilient & Adaptable: Possesses high ownership, accountability, and the ability to navigate ambiguity and manage change effectively.

Success Metrics (First 12-18 Months)

• Successful recruitment, build-out, and stabilization of the Bangalore L2 support team.
• Seamless and timely completion of knowledge transfer and full operational transition.
• Achievement of target headcount and operational readiness by the end of 2026.
• Consistent compliance with defined SLA/KPI targets for service quality and delivery performance.
• Establishment of a robust governance model and continuous improvement culture.