Oracle Fusion Support Team Manager

Oracle Fusion Support Team Manager
Location: Remote working with occasional visits to the office in London
Rate: £450 per day (Umbrella)

A South London Local Authority are embarking on a two-year Improvement Programme for their Oracle-hosted Fusion ERP platform. This platform serves as the operational backbone across finance, procurement, and HR functions. We require an Oracle Fusion Support Team Manager to provide essential backfill cover, allowing existing Support Team members to focus on the Improvement Programme.

Responsibilities:

- Manage the application Support Team responsible for operating support for the Council's Oracle Cloud-Fusion System.
- Ensure the efficient and effective delivery of services and information through the council's Oracle Cloud-Fusion system.
- Develop, maintain, and support the council’s Oracle Cloud-Fusion system in line with our vision and objectives.
- Lead the Oracle FusionSupport Team of 8 staff, covering first and second line support activities and requests.
- Lead quarterly updates, ensuring effective planning, engagement, and testing.
- Manage third parties, including Croydon's Oracle service delivery partner and Oracle, raising and escalating tickets for 3rd line support as necessary.
- Engage stakeholders and manage communications effectively.
- Oversee systems usage, including access control, licensing, and audit monitoring.

Requirements:

- Experience running a Support Team using a help desk ticketing system (preferably Freshdesk), covering 1st, 2nd, and 3rd line support processes.
- Team management experience, preferably with a diverse team.
- Knowledge and experience of Oracle Fusion SaaS-hosted solution, ideally covering both ERP and HCM modules (ERP is a higher priority).
- Effective planning and testing of software releases to strict timescales.

Essential Knowledge and Experience:

- Functional and technical knowledge of Oracle Cloud Fusion (SAAS/PAAS).
- Systems analysis and development experience.
- Proficiency with Oracle architecture, development, and tools.
- Familiarity with reporting and data extraction tools such as OTBI and BI Publisher.
- Experience in data analysis, validation, cleansing, database design, and SQL databases.
- Knowledge of SFTP protocols and requirements.
- Understanding of information governance issues including data protection, GDPR, freedom of information, and data security.
- Familiarity with associated Oracle technologies.
- A sound understanding of technical IT issues to facilitate discussions with internal and external technical specialists.