Job Description

We are seeking a dynamic and experienced leader to establish and run a high-performance Oracle ERP L2/L3 support hub in Bangalore. This is a pivotal leadership role, designed to build a world-class 'support factory' that will progressively become the central pillar of our global Oracle Cloud ERP operations.

In this strategic role, you will be responsible for the end-to-end lifecycle of our support services, covering critical business functions like Finance, Project Portfolio Management (PPM), and Human Capital Management (HCM). You will lead the recruitment and development of a large team of functional and technical experts, orchestrate a complex knowledge transition from our current partner, and drive operational excellence to ensure we meet and exceed global service level agreements.

This is a high-visibility role for a transformational leader, offering the chance to shape a new global capability centre and work extensively with international stakeholders.

Team Setup & Leadership

▪ Recruit & Scale: Lead the end-to-end recruitment and onboarding strategy to build a team of 25-50 FTEs by the end of 2026, establishing a robust talent pipeline.

▪ Mentorship: Identify, mentor, and develop a Deputy Manager to ensure operational resilience, business continuity, and succession planning.

▪ People Management: Act as the single point of accountability for team performance, capacity planning, workload distribution, and workforce management, including attrition and absence management.

▪ Culture Building: Forge a high-performance team culture grounded in accountability, collaboration, and an unwavering commitment to service excellence. Transition & Knowledge Transfer

▪ Structured Transition:



Define and execute a comprehensive knowledge transfer plan (3-6 months) from our incumbent service provider, ensuring a seamless and risk-free transition of all support activities.

▪ Progressive Takeover: Lead a phased, parallel-run approach to take full ownership of the support function, validating team readiness and process maturity at each stage.

▪ Documentation & Enablement: Ensure the creation and maintenance of a robust knowledge base, comprehensive system documentation, and training materials to empower the team. Service Delivery & Operations (L2 Support)

▪ End-to-End Service Ownership: Manage the full lifecycle of Oracle ERP support, including:

- Incident & Problem Management: Ensure resolution aligns with strict SLAs and KPI targets (availability, resolution time, CSAT, etc.).
- Change & Release Management: Oversee the intake, prioritization, and execution of change requests, including the management of quarterly patching cycles and environment refreshes.
- Technical Stewardship: Coordinate with middleware, data, and infrastructure teams to manage integrations (APIs, OIC) and ensure system stability.
- Reporting & Analytics: Manage the delivery of critical reports and dashboards using OTBI and BI Publisher, providing actionable insights to stakeholders.

Process, Tools & Performance Management

▪ ITIL Framework: Define, implement,



and continuously improve ITIL-aligned processes (Incident, Problem, Change, Knowledge, Service Level Management).

▪ Tooling & Metrics: Deploy and optimize ITSM tools to automate workflows, enhance reporting, and provide real time visibility into service performance.

▪ Continuous Improvement: Champion a culture of continuous improvement by identifying automation opportunities, eliminating manual processes, and leveraging agentic AI capabilities to enhance efficiency.

▪ Governance & Reporting: Deliver regular, data-driven performance reports to senior leadership and global governance bodies. Stakeholder & Ecosystem Management

▪ Global Interface: Serve as the primary point of contact for global IT leadership, business stakeholders, and European partners, effectively bridging time zones and cultural differences.

▪ Cross-Functional Collaboration: Work closely with internal teams including Solution Architects, Business Analysts, Middleware, and Data & Infrastructure teams to ensure cohesive service delivery.

▪ Strategic Contribution: Actively contribute to the strategic direction of the Global IT Applications group, positioning the Bangalore center as a key strategic asset. Context & Organizational Positioning

• The role is part of a strategic transformation program to build an India-centric GCC model (≈85% India footprint)

• The manager is a key operational leader within the Global IT organization

• The position interacts daily with international stakeholders, especially in Europe

• The organization aims to build long-term internal capabilities and reduce dependency on external vendors

📌 Operations Manager - ERP Ecosystem (Bengaluru)
🏢 Egis Group
📍 Bengaluru