Position Summary The Oracle 1st-Tier Support Team Leader oversees a team responsible for providing front-line support for Oracle applications across the organization This role ensures timely resolution of user issues maintains high service quality and acts as the liaison between end users internal IT teams and advanced 2nd 3rd tier Oracle support specialists The Team Leader coordinates daily operations handles escalations monitors KPIs and drives continuous improvement in Oracle support processes Key Responsibilities Team Leadership Operations Lead and mentor a team of 1st-tier Oracle support analysts Manage team schedules task allocation and workload balancing Provide technical guidance on Oracle processes navigation and issue triage Facilitate effective communication and collaboration within the team Support Issue Resolution Oversee the triage logging and resolution of incoming Oracle application incidents requests and queries Ensure adherence to SLAs escalation guidelines and incident management policies Assist team members with escalated or complex user issues Coordinate with 2nd 3rd-tier support teams Oracle consultants DBAs and developers to resolve advanced issues Process Performance Management Monitor queue volumes service levels and incident resolution metrics Produce regular reports on team performance and system issue trends Identify areas for process improvement and drive implementation of new procedures Enhance knowledge management by maintaining documentation troubleshooting guides and FAQs Stakeholder Communication Act as point-of-contact for business users regarding Oracle application support Communicate system outages release notes and planned maintenance activities to stakeholders Support business partners during system upgrades patches and recent Oracle module deployments Training Development Onboard new team members and coordinate ongoing training for the team Ensure support staff stay current on Oracle application updates and organizational process

📌 Team Leader (Bengaluru)
🏢 Solaredge
📍 Bengaluru