Oracle Solutions Support Manager

Role description:

Drives service continuity and end-user satisfaction for Oracle Solutions by leading incident response, proactive monitoring, and operational support across all environments to meet business demand.

Role accountabilities:

• Works with the GSI Solutions Director to address Key Business Users' feedback and satisfaction with Tower services.
• Collaborates with GSI Domain teams to deliver efficient and well-run processes.
• Ensures Oracle Application and Extension services maintain operational stability and adhere to Oracle's documented standards and industry best practices. 
• Oracle Application and Extension services include API Management, Apex, Kubernetes & Containers, WebLogic, Application Extensions, Database Schema Design, and Java Development, and Regional Interfaces.
• Leads capacity planning, technical documentation, upgrade coordination, patch management, and lifecycle support for Oracle-based applications and extensions.
• Establishes and maintains proactive application monitoring, alerting, and SLA tracking to ensure system availability and performance meets business demands.
• Manages incident triage, root cause analysis, problem resolution, and escalation procedures across all Oracle applications and extension services.
• Coordinates with the release manager to validate deployment readiness, support release activities across environments, and ensure rollback procedures minimize the risk of business disruption.
• Ensures compliance with application security and data privacy practices.
• Manages service request queues, change requests, and end-user support workflows to deliver high-end user satisfaction and meet SLA targets.
• Oversees systems health, security patching, vulnerability remediation, and disaster recovery readiness.