Team Leader - Oracle & App T1 support

Position Summary 

The Oracle 1st-Tier Support Team Leader oversees a team responsible for providing front-line support for Oracle applications across the organization. This role ensures timely resolution of user issues, maintains high service quality, and acts as the liaison between end users, internal IT teams, and advanced (2nd/3rd tier) Oracle support specialists. The Team Leader coordinates daily operations, handles escalations, monitors KPIs, and drives continuous improvement in Oracle support processes. 

Key Responsibilities 

Team Leadership & Operations 

• Lead and mentor a team of 1st-tier Oracle support analysts. 
• Manage team schedules, task allocation, and workload balancing. 
• Provide technical guidance on Oracle processes, navigation, and issue triage. 
• Facilitate effective communication and collaboration within the team. 

Support & Issue Resolution 

• Oversee the triage, logging, and resolution of incoming Oracle application incidents, requests, and queries. 
• Ensure adherence to SLAs, escalation guidelines, and incident management policies. 
• Assist team members with escalated or complex user issues. 
• Coordinate with 2nd/3rd-tier support teams, Oracle consultants, DBAs, and developers to resolve advanced issues. 

Process & Performance Management 

• Monitor queue volumes, service levels, and incident resolution metrics. 
• Produce regular reports on team performance and system issue trends. 
• Identify areas for process improvement and drive implementation of new procedures. 
• Enhance knowledge management by maintaining documentation, troubleshooting guides, and FAQs. 

Stakeholder Communication 

• Act as point-of-contact for business users regarding Oracle application support. 
• Communicate system outages, release notes, and planned maintenance activities to stakeholders. 
• Support business partners during system upgrades, patches, and new Oracle module deployments. 

Training & Development 

• Onboard new team members and coordinate ongoing training for the team. 
• Ensure support staff stay current on Oracle application updates and organizational processes. 
• Conduct periodic skills assessments and provide coaching or training as needed. 

Required Qualifications 

Experience 

• 3–5 years of experience in Oracle support Fusion Cloud 
• Previous leadership or team-coordination experience  
• Experience working in IT Service Management (ITSM) environments. 

Technical Skills 

• Strong understanding of Oracle functional modules (e.g., Finance, Supply Chain, HR, CRM). 
• Familiarity with Oracle support tools, ticketing systems, and log analysis. 
• Knowledge of SQL basics (nice to have). 
• Understanding of ITIL processes (Incident, Problem, Request, Change Management). 

Soft Skills 

• Excellent communication and customer-service orientation. 
• Strong analytical and problem-solving skills. 
• Ability to work under pressure and manage multiple priorities. 
• Proven leadership, coaching, and team-building skills. 

Preferred Qualifications 

• ITIL Foundation certification. 
• Experience with Oracle Cloud/Fusion. 
• Experience in a multinational or fast-paced environment. 

What Success Looks Like 

• High user satisfaction with Oracle support services. 
• Reduced incident resolution times and improved SLA compliance. 
• A knowledgeable, motivated support team with strong collaboration. 
• Clear documentation, efficient processes, and proactive issue management