Company Description
Sopra Steria is a major technology player in Europe with 51,000 employees in nearly 30 countries, providing consulting, digital services and solutions that help clients drive digital transformation.
Job Description
Job Title: IT Service Support Lead – Oracle EBS & Oracle Fusion Finance Applications
The IT Service Support Lead will lead day-to-day operational support for Oracle EBS and Oracle Fusion Finance applications, ensuring high-quality service delivery in line with ITIL best practices. The role covers incident, service request, major incident and escalation management, SLA and KPI compliance, audit requirements, technical leadership, people management, stakeholder communication and continuous service improvement.
Key Responsibilities
- Support operational delivery for Oracle EBS and Oracle Fusion Finance applications.
- Manage the lifecycle of incidents, service requests, problems and major incidents.
- Ensure timely production-issue resolution against agreed SLAs.
- Coordinate with functional, technical, infrastructure, database and integration teams.
- Drive root-cause analysis and preventive actions for recurring issues.
- Participate in change management, impact assessment and release support.
- Act as Major Incident Manager for critical business-impacting incidents.
- Lead incident bridge calls and provide timely stakeholder and executive updates.
- Monitor operational KPIs, SLA performance, ticket backlogs and service queues.
- Drive continual service improvement and prepare operational reports and dashboards.
- Support internal, external, ISAE, SOX and information-security audits.
- Maintain process documentation, SOPs, knowledge articles and audit evidence.
- Lead and mentor Service Support Analysts, including workload allocation, shift planning, coaching and career development.
- Build relationships with business users, service delivery managers, vendors and technical teams.
Required Skills and Experience
- Strong knowledge of Oracle EBS and Oracle Fusion Finance applications.
- Understanding of General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets, Cash Management, Procurement and Purchasing.
- Experience with ServiceNow, TOPdesk or similar ITSM tools.
- Strong understanding of ITIL service-management processes.
- Strong leadership, analytical, problem-solving and communication skills.
- 8–12 years of IT application-support experience, including 3–5 years leading Oracle EBS and/or Oracle Fusion support teams.
- Experience with global support operations, production environments, SLA/KPI management, audits and service governance.
- Bachelor’s degree in Computer Science, Information Technology, Engineering or a related discipline.
- ITIL Foundation certification is preferred; Oracle Fusion certifications are advantageous.
Additional Information
The role follows a UK shift: 12:30 to 21:30 in summer and 13:30 to 22:30 in winter. Sopra Steria is committed to an inclusive and respectful workplace, and all positions are open to people with disabilities.