Oracle Cloud Application Managed Services (AMS) Support Lead

The Advanced Technology Centers (ATCs) is the engine for reinvention in our clients’ transformation journey. Powered by more than 255,000 people across 24 countries, ATCs will provide our clients seamless access to industry insights and innovative technology solutions.

Stronger together!

The Advanced Technology Centers (ATCs) make tremendous impact in solving our clients’ business problems leveraging Innovation, Intelligence, Industry insights, new IT and new technology skills. Now, with the global environment changing at a faster pace, our clients are facing unprecedented challenges and they need us more than ever before. As a Network, ATCs are positioned to unlock greater opportunities and exponential value for our clients.

The value for our clients and our people

For our clients, the Network provides the strength of our geographic diversity, greater resilience, and seamless access to the deepest industry knowledge, the latest in Gen AI solutions, and tech expertise from around the world.

For our people, it brings an opportunity to shape truly boundaryless career paths in a highly collaborative team of experts where they can learn from each other and solve the world’s most complex client challenges.

You are:

Oracle Cloud Application Managed Services (AMS) Support Lead

As the Oracle Cloud Application Managed Services (AMS) Support Lead, you will oversee the daily operations of the support team, ensuring timely resolution of issues and high-quality service delivery that meets or exceeds SLAs. You will manage support incidents, implement process improvements, and develop training programs while mentoring your team to enhance performance and alignment with business objectives.

The Work:

• Oversee daily operations of the Oracle Cloud HCM or ERP Applications support team, ensuring timely and effective issue resolution.

• Ensure the delivery of high-quality support services that meet or exceed SLAs and customer expectations.

• Manage and prioritize support incidents, facilitating prompt resolutions and clear communication with stakeholders.

• Identify and implement process enhancements to improve the efficiency and effectiveness of the support team.

• Collaborate with various teams, including offshore staff and internal/external stakeholders, to submit support tickets for all issues, analyze root causes, and ensure alignment of the support team with business objectives for effective resolution of production problems.

• Generate and analyze support metrics and reports to monitor performance and identify opportunities for improvement.

• English is required for this position as this role will regularly interact with English-speaking stakeholders across Canada. Due to the significant high volume of interactions with these English-speaking stakeholders, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement.

This is a hybrid role and will require 2-3 days per week in your local office.