Oracle EBS Application Lead Support Analyst (L1/L2)

We are seeking an experienced Oracle EBS Application Support Lead to own the day-to-day delivery of L1 and L2 support operations. In this role, you will serve as the primary point of contact for the client, lead and mentor a support analyst team, own service delivery KPIs, and act as the functional escalation bridge to the L3 engineering team.
If you combine deep Oracle EBS functional knowledge with strong leadership and client communication skills - we want to hear from you!
 

Responsibilities

Team Leadership & Mentoring

• Manage and mentor L1/L2 Support Analysts — setting priorities, reviewing work quality, and supporting professional development
• Conduct regular team check-ins and provide coaching on issue resolution approaches and documentation standards
• Onboard new analysts to the client environment, ITSM tooling, and support processes

Client & Stakeholder Communication

• Serve as the primary day-to-day contact for the client, delivering status updates, issue summaries, and escalation communications
• Facilitate regular sync meetings with client stakeholders to review open items, priorities, and recurring issues
• Manage client expectations during high-impact incidents or change events

Escalation Management

• Review escalation-ready tickets and determine what moves to L3 vs. what stays at L2 with guidance
• Collaborate with the L3 engineer on complex issues — providing business context and ensuring complete handoff documentation
• Own the resolution feedback loop: confirm fixes are communicated to analysts and end users

KPIs & Reporting

• Own weekly and monthly reporting on ticket volumes, SLA compliance, resolution times, and open aging items
• Identify recurring issue patterns and drive root-cause analysis or process improvement initiatives
• Maintain and evolve the team knowledge base based on ticket trends and lessons learned

Hands-On Support

• Handle complex L2 tickets directly, particularly those involving multi-module data flows or SOX-sensitive processes
• Support UAT cycles, deployments, and change management activities alongside the client team

What You Have

• 5+ years of experience supporting Oracle EBS R12, including at least 2 years in a lead or senior support role
• Deep functional knowledge of Oracle EBS Finance modules (AP, AR, GL) and/or Oracle Projects
• Proven ability to manage a support team and drive service delivery outcomes
• Strong client-facing communication skills — written and verbal, with the ability to translate technical issues for business audiences
• Experience defining and reporting on support KPIs (SLA adherence, MTTR, ticket aging)
• Hands-on experience with SQL for data investigation and ticket resolution support
• Familiarity with Oracle APEX applications from a functional/support perspective
• Experience with ITSM tools (BMC Helix, ServiceNow, Jira, or similar)
• Knowledge of SOX compliance requirements in an Oracle EBS environment

Education

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

AP Perks:

• Most cutting-edge technologies
• Opportunity to work with people who are at the top of their field
• Great culture and environment
• Competitive remuneration package. We reward excellence
• Referral bonus
• Career growth
• Collaborative learning environment
• Mentorship programs
• Professional training

About Authority Partners:
Authority Partners is a leading and global IT services company with over 28 years of experience, serving clients within the financial, healthcare, insurance, mortgage and technology sectors among many others. We are committed to building relationships with IT professionals who are dedicated, collaborative, and eager to learn and grow with us. We specialize in placement for long-term contract and permanent opportunities and helping our consultants achieve their career success.

Authority Partners is an equal opportunity employer and is committed to providing a workplace that is free from all types of discrimination, as well as from abusive or offensive behavior and harassment.