Cloud Solutions Support Lead

The Cloud Solutions Support Lead is a senior operational role responsible for the health, stability, and continuous improvement of enterprise solutions built on SaaS platforms and packaged applications. This individual is responsible for the day-to-day ticket backlog, and serves as the primary escalation point for incidents and service disruptions. Working closely with Solution Architects, support (including internal and managed support partners) and development teams, and cross-functional business stakeholders, the support lead tracks and ensures solutions perform reliably against defined SLAs, drives root cause resolution, manages the impact of SaaS vendor releases on the existing enterprise, and champions adoption of AI -powered automation.

Key Responsibilities 

Backlog & Ticket Queue Management

•      Own and manage the support team's daily ticket backlog - triaging incoming requests, setting priority, assigning to support staff, and ensuring the queue reflects current business impact and urgency.

•      Partner directly with end users to understand reported issues, gather business context, provide status updates, and drive timely resolution while ensuring a positive support experience.

•      Conduct periodic queue reviews with the support team; remove blockers, rebalance workloads, and escalate aged or stalled tickets before SLA breach.

•      Manage intake of new support requests and enhancement asks; assess scope, classify appropriately (incident, service request, problem, or change), and route to the correct team or process.

•      Produce regular backlog health reports and ticket trend analyses for management, highlighting recurring issue patterns, capacity pressures, and SLA performance.

Incident Management & Escalation

•      Lead triage of inbound issues - assessing severity, assigning priority levels, engaging the appropriate members of the support teams (internal and managed support partners), and communicating status to affected stakeholders in a timely manner.

•      Take ownership of complex Oracle Fusion and other SaaS applications’ incidents, performing/leading cross-functional teams through investigation, root cause analysis, and resolution while ensuring accountability, stakeholder communication, and timely restoration of service.

•      Manage incidents through resolution, coordinating across internal teams, SaaS vendors, and Managed Support partners as needed to restore services within defined SLA windows.

•      Ensure all incidents are thoroughly documented with timelines, impact assessments, resolution steps, and follow-up actions captured in the ITSM tool.

•      Own the problem management process for recurring failures - identifying patterns across incidents, opening problem records, and driving root cause analysis to permanent resolution.

•      Maintain and improve support runbooks, known error databases (KEDBs), and troubleshooting guides to enable faster resolution and reduce repeat escalations.

Team Leadership & Cross-Functional Engagement

•      Work closely with Solution Architects and development teams to define and prioritize permanent fixes, workarounds, and platform improvements arising from support findings for Oracle Fusion and other SaaS applications.

•      Provide hands-on technical leadership by directly troubleshooting and resolving complex Oracle Fusion production issues, analyzing logs and backend data, performing root-cause analysis, and implementing fixes or workarounds.

•      Coordinate Oracle Fusion and other SaaS application TLM-driven upgrades: impact assessment, testing, cutover planning across dependent systems, stakeholder communication, and post-upgrade monitoring and support.

•      Lead automation testing initiatives across SaaS platforms and integrated enterprise applications, leveraging enterprise testing tools to develop, execute, and maintain automated test frameworks for functional, regression, and integration testing.

•      Serve as the support representative in cross-functional meetings, project go-live readiness reviews, and operational handover checkpoints.

•      Support the adoption of AI agents and AI-powered automation across the enterprise landscape — acting as a technical point of contact.

•      Apply working knowledge of core AI principles - including large language model (LLM) behavior, agentic workflows, prompt-driven automation, and non-deterministic output handling to triage support issues that arise in AI-integrated processes and set appropriate expectations with business stakeholders.

•      Partner with functional leads, business analysts, and application owners to understand business impact of ongoing issues and prioritize support effort accordingly.

•      Collaborate with Information Security, Governance and Compliance teams to address risks and audit findings, access reviews, and data-handling concerns.

•      Monitor SaaS vendor roadmaps and release communications; proactively assess impact on TTX processes and ensure the team is prepared for upcoming changes.

•      Identify recurring support themes and champion process or platform improvements that reduce incident volume, shorten resolution times, and improve overall reliability.

•      Drive adoption of operational best practices including alert tuning, control development, runbook automation, and self-service resolution guides to reduce repeat escalations and after-hours call volume.

•      Lead and mentor support teams, performance coaching, and structured knowledge-sharing to build team capability.

Required Qualifications

•      10+ years of enterprise support or operations experience in a techno-functional capacity, with at least 5+ years supporting Oracle Fusion SaaS (Oracle Cloud ERP, HCM, SCM, or EPM) connected to third-party platforms and on-premises systems.

•      Demonstrated success in leading cross-functional collaboration among business stakeholders, internal IT teams, managed service providers, and external vendors. Drive incident management, problem resolution, and service delivery processes, ensuring clear communication, effective stakeholder engagement, and the timely resolution of operational and production issues in complex enterprise environments.

•      Experience with AI adoption initiatives - including supporting the rollout of AI agents, AI-assisted workflows, or automation tools.

•      Experience implementing operational best practices, including alert tuning, runbook automation, self-service resolution guides, and support process automation, to reduce repeat incidents, escalations, and overall support effort.

•      Experience coordinating Oracle SaaS quarterly release regression testing, including impact assessment, test execution, and stakeholder reporting.

•      Demonstrated experience evaluating and leveraging Oracle AI capabilities within Oracle Fusion Cloud, including embedded AI agents, AI-assisted transactions, and AI-driven features across HCM, ERP, EPM, and SCM, while assessing integration, workflow, security, and operational impact. 

Technical Skills

•      Working knowledge of integration protocols and data formats: REST, SOAP, JSON, XML, CSV, EDI, and flat-file exchange - sufficient to read logs, interpret payloads, and diagnose failures independently.

•      Familiarity with Oracle SaaS integration touchpoints: Fusion REST/SOAP APIs, Business Events, FBDI, HCM Data Loader (HDL), BIP/OTBI extracts, and Scheduled Processes - with ability to diagnose and triage failures in these areas.

•      Experience with Oracle Fusion quarterly updates, release impact assessments, regression testing, and feature adoption.

•      Strong understanding of Oracle Fusion security, including roles, privileges, duty roles, data access, and user provisioning.

•      Experience developing and maintaining support Oracle reporting and analytics solutions using OTBI, BI Publisher, dashboards, and data extracts to meet business reporting requirements and provide accurate, timely insights.

•      Experience working with the architecture group on solution architecture design, architecture reviews, and technical design assessments for new enhancements and projects.

•      Hands-on experience with Oracle Integration Cloud (OIC) monitoring, error handling, and resubmission - including reading orchestration flow logs and managing integration instances.

•      Demonstrated ability to analyze complex technical issues across applications, custom interfaces, and supporting platforms; perform root cause analysis and drive resolution through corrective actions.

•      Working knowledge of SQL for querying, data validation, and investigating data discrepancies across integrated systems.

•      Working knowledge of SQL for querying, data validation, and investigating data discrepancies across integrated systems.

•      Awareness of Oracle Redwood UX migration process, including testing impact, regression validation, and post-go-live support considerations.

•      Experience with at least one enterprise iPaaS or middleware monitoring environment — such as Oracle Integration Cloud (OIC) - including reading error logs, resubmitting failed messages, and interpreting flow diagrams.

•      Experience supporting integrations that connect to on-premises systems/vendor systems, including familiarity with SFTP, database connectivity, middleware (MQ), and network/firewall concepts relevant to hybrid integration.

•      Proficiency with ITSM tools (ServiceNow, Jira Service Management, or equivalent) for ticket management, problem records, and SLA tracking.

•      Experience managing vendor relationships, managed services partners, and cross-functional technical teams.

•      Strong analytical skills with the ability to diagnose complex application and integration issues.

•      Experience driving automation, operational improvements, and support process optimization.

Soft Skills & Leadership

•      Highly organized with a systematic approach to backlog management, follow-through on open items, and escalation discipline.

•      Collaborative and relationship-oriented; able to work effectively across IT, business, and vendor organizations to drive issue resolution.

•      Strong incident communication skills — able to provide clear, concise updates to technical and non-technical audiences during active outages.

•      Comfortable navigating ambiguity and making sound prioritization decisions when information is incomplete or rapidly evolving.

•      Proven ability to lead a support team and manage competing priorities under pressure, keeping the team focused and stakeholders informed.

Preferred Qualifications

•      Demonstrated working knowledge of ITIL incident, problems, and change management processes.

•      Experience supporting a diverse portfolio of SaaS applications, including Oracle Fusion, Octave Asset Management, Oracle Transportation Management, Metanoia - Asset Information Center and analytics platforms.

•      Oracle Fusion Cloud certifications or relevant cloud certifications.

•      Hands-on experience building or configuring AI agents - using platforms such as Oracle AI Agent Studio, Microsoft Copilot Studio, or similar - including defining agent tasks, tool integrations, and escalation paths.

•      Working understanding of core AI and agentic principles: LLM behavior and limitations, prompt engineering basics, retrieval-augmented generation (RAG), tool-use and function-calling patterns, orchestration frameworks, and the non-deterministic nature of AI outputs — applied to understanding, triaging, and communicating issues in AI-integrated workflows.

•      Bachelor's degree in Computer Science, Information Systems, or a related field

Physical Job Requirements 
(The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.)

General office environment; may be required to travel. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit (remain stationary within work area) and use hands to finger, handle, feel and reach. The employee is occasionally required to move about (stand, walk). The employee must occasionally lift and/or transport up to 10 pounds. Correctable vision required for close, distance, and color vision capabilities.