About the position
LRQA is embarking on an exciting Digital Transformation journey, necessitating the recruitment of an experienced Lead Application Support Engineer (BOS & CS20) to oversee our strategic project of change. The Lead Application Support Engineer (BOS & CS20) will manage a team of Application Support Engineers (BOS & CS20) and will be responsible for the Oracle EBS business-facing platform, which includes the primary business operating system, client portal, system integrations, and the field service platform. The Lead Application Support Engineer (BOS & CS20) will mentor the Application Support Engineers (BOS & CS20), ensuring effective support delivery for the BOS platform within the Application Management Team. Focus on enhancing team output, incorporating business feedback, and driving quality and cost reduction initiatives. Oversee the support of the BOS & CS20 platform managing and resolving incidents and requests, ensuring adherence to agreed SLAs. Facilitate collaboration with business colleagues to ensure timely resolution and completion. Guide the team in writing and creating scripts to analyse and update data within the BOS & CS20 platform, ensuring alignment with business requirements and maintaining data integrity. Implement and support monitoring activities for the BOS & CS20 platform and its integrations with other business systems, ensuring a seamless flow of data.
Responsibilities
- Lead and mentor the Oracle Support Engineers (BOS), ensuring effective support delivery for the BOS platform within the Application Management Team.
- Involvement in full lifecycle implementations of Oracle applications.
- Provide escalation route for technical support for Oracle applications and databases, both on-premises and in the cloud.
- Implement monitoring tools to proactively identify potential issues before they impact services.
- Respond to and resolve incidents related to Oracle systems, ensuring minimal disruption to services.
- Identify root causes of recurring issues and implement solutions to prevent future incidents.
- Participate in change control meetings to assess the impact of proposed changes on Oracle systems.
- Monitor service performance against agreed-upon service level agreements (SLAs).
- Document KBA solutions and best practices to build a knowledge base for future reference.
- Act as a liaison between technical teams and business units to ensure alignment on service delivery.
- Engage in continuous improvement initiatives to enhance service delivery and operational efficiency.
Requirements
- A degree in Computer Science, Information Technology, Software Engineering is an advantage, but significant experience will also be considered.
- Certifications in Oracle technologies can be advantageous.
- Proficiency in SQL: Essential for database management and troubleshooting.
- Understanding of Oracle E-Business Suite: Familiarity with modules like Service Contract, Install Base, and Advanced Scheduler.
- Experience with Fusion Middleware: Knowledge of integration tools and middleware solutions.
- Ability to diagnose and resolve technical issues related to Oracle applications and middleware.
- Typically, 2-4 years of experience in application support, particularly with Oracle products.
- Strong verbal and written communication skills to interact effectively with clients and team members.
- Excellent problem-solving abilities and a customer-centric approach.
Nice-to-haves
- Experience in customer support roles, incident management, and problem resolution is highly valued.
- Ability to document processes, resolutions, and knowledge articles clearly.
- Ability to work collaboratively in a team environment and across different regions.
