Program & Project Management Specialist

Senior Specialist - Program & Project Management

Support Manager

10 years of experience in IT application support with at least 5 years in a managerial role

Lead and manage a team of 20 support professionals handling Fusion Cloud Applications

Ensure timely resolution of incidents service requests and problems in alignment with defined SLAs

Monitor and report on application performance support metrics and service quality

Drive root cause analysis and implement corrective actions for recurring issues

Collaborate with crossfunctional teams including development infrastructure and business stakeholders

Manage resource allocation hiring onboarding and team development

Maintain and improve support documentation knowledge base and runbooks

Ensure compliance with ITIL processes including Incident Problem Change and Release Management

Conduct regular service reviews and present performance reports to leadership