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Sopra Steria Logo Sopra Steria · IT - Administration

Oracle Support Engineer-Service Support

India, Noida · Job Posted July 03, 2026
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Job Description

We are seeking an experienced IT Service Desk Team SME to manage day to operation Service Desk team. The ideal candidate will have strong expertise in handling voice-based applications (BT CCNG), managing Oracle ERP EBS & Fusion support environments, and applying ITIL practices to deliver high-quality IT services. The role requires excellent leadership, customer service orientation, and process management skills to ensure effective service delivery.

Job Responsibility

  • Lead, mentor, and manage a team of Service Desk analysts, ensuring high performance and professional development
  • Manage shift schedules, workload distribution, and resource allocation for 24x7 support operations
  • Drive a culture of accountability, collaboration, and continuous improvement within the team
  • Oversee day-to-day operations of the Service Desk, ensuring timely resolution of incidents, service requests, and escalations
  • Monitor, analyze, and report on Service Desk performance metrics (SLAs, KPIs, CSAT)
  • Manage end-to-end incident lifecycle, including escalations to L2/L3 teams as required
  • Handle voice-based IT support operations leveraging BT CCNG or similar telephony platforms
  • Provide oversight and expertise in supporting Oracle ERP E-Business Suite (EBS) and Oracle Fusion Applications
  • Ensure functional and technical issues are resolved effectively in collaboration with relevant support teams
  • Support change, release, and problem management activities related to Oracle ERP environments
  • Implement and govern ITIL best practices (Incident, Problem, Change, Service Request Management)
  • Contribute to ITSM process improvements, ensuring efficiency, consistency, and compliance
  • Identify automation opportunities and knowledge management initiatives to reduce call volumes and improve first-call resolution (FCR)
  • Act as the primary point of contact for escalations and critical incidents
  • Maintain strong relationships with business stakeholders, ensuring alignment of IT services with business needs
  • Drive customer satisfaction through proactive communication, service reviews, and issue resolution.

Requirements

  • Bachelor's degree in Information Technology, Computer Science, or related field
  • ITIL v3 & ITIL 4 Certified (Foundation/Intermediate/Managing Professional preferred)
  • 8–10 years of experience in IT Service Desk / IT Support, including at least 3–4 years in a team lead or supervisory role
  • Experience in Oracle ERP EBS & Fusion application support (functional and technical exposure preferred)
  • Exposure to global service delivery models and managed services environments.
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