Application Support Lead (Oracle System) - Onsite Bogotá

AMERICAS GBS SAS - Bogotá, D.C., Bogotá, D.C.

Descripción de la oferta

A convenir Contrato a término indefinido Tiempo Completo

We are seeking a Bilingual Application Support Lead to lead and enhance our global application support services, with a focus on Oracle EBS R12 and Oracle Fusion Cloud. This role is based in Bogotá, Colombia, and plays a strategic part in ensuring service excellence across multiple time zones.

As a key member of the IT Corporate team, you will partner with business and functional leaders to drive system improvements, manage escalations, and oversee service delivery. You will lead a team of support analysts, manage vendor relationships, and ensure compliance with SLAs while promoting continuous improvement and innovation.

Key Responsibilities

Leadership & Team Management

-Lead, mentor, and develop a team of Application Support Analysts.
-Set performance goals and conduct regular evaluations.
-Ensure timely resolution of escalated issues.
-Service Delivery & Oversight

-Oversee daily support operations and ensure SLA adherence.
-Manage external vendors and monitor performance.
-Conduct service reviews and implement quality improvements.
-Stakeholder Engagement

-Serve as the main contact for business stakeholders.
-Facilitate service meetings and communicate with senior management.
-Collaborate with project teams to ensure support readiness.
-Process & Continuous Improvement

-Drive improvements in incident, problem, and change management.
-Maintain knowledge bases and training materials.
-Promote best practices in testing and documentation.
-Strategic Planning

-Contribute to support service roadmaps.
-Identify opportunities for automation and optimization.
-Support budgeting and resource planning.

Qualifications

-Bachelor’s or Master’s degree in IT, Computer Science, or related field.
-Minimum 8 years of experience in application support, with at least 3 years in a leadership role.
-Strong expertise in Oracle EBS R12 and Oracle Fusion Cloud.
-Proven experience managing external service providers and cross-functional teams.
-Solid understanding of ITIL and service management frameworks.
-Experience in business analysis, testing, and deployment planning.

Required Skills

- Advanced English (B2 - C1)
-Excellent leadership and team-building capabilities.
-Strong analytical and problem-solving skills.
-Exceptional communication and stakeholder management.
-Ability to manage priorities in a dynamic environment.
-Proficiency in incident tracking, documentation, and reporting tools.