Role: Senior Engineer
Required Skills: Oracle EBS Fusion
Qualification: BACHELOR OF COMPUTER SCIENCE
Experience: 12 - 18 Years
Function: TECHNOLOGY
Apply By: 2027-01-09
Must Have Technical/Functional Skills
- Demonstrated experience leading service delivery for a large Oracle EBS support portfolio, with responsibility for operational stability, service performance and SLA governance.
- Strong knowledge of ITIL processes, SLA/KPI governance, and incident, problem and change management.
- Experience in executive reporting, risk management, escalations, capacity and vendor coordination.
- Monitor real-time operational queues and SLA burn-down rates; proactively implement mitigation protocols before near-breaches impact business functions.
- Manage SLA compliance and service-performance issues through auditable data tracking and ITSM platform logging.
- Serve as the senior operational escalation authority for all Priority 1 (P1) and Priority 2 (P2) major incidents affecting ERP, MES shop-floor production lines, CX omnichannel services, or executive BI feeds.
- Champion rigorous Problem Management post-incident: enforce timely Root Cause Analysis (RCA) completion and track corrective/preventive actions (CAPA) to completion to prevent recurring defects.
- Manage delivery across distinct application towers with varying architectures and operational constraints.
- Drive a shift-left support culture, transitioning repetitive L2/L3 troubleshooting into documented L1 runbooks and automated self-healing scripts.
- Identify application technical debt, end-of-life runtimes, and fragile point-to-point interfaces within legacy systems; partner with Enterprise Architecture to build modernization and refactoring business cases.
- Strong customer-facing, commercial, communication and continual improvement skills.
- Good communication, documentation and customer-interaction skills.
Roles & Responsibilities
- The Oracle EBS Service Delivery Manager (SDM) is accountable for end-to-end operational stability, service performance governance and contractual compliance of a large Oracle EBS support portfolio.
- Lead Oracle EBS support delivery and coordinate dependencies with connected ERP, CX, MES and BI/Data Analytics applications across cloud and on-premises environments.
- Govern contractual SLAs/KPIs and ITIL incident, problem and change management processes; provide executive reporting on service performance, risks, escalations and improvement actions.
- Coordinate support capacity, cross-functional teams and vendors; lead major-incident escalations, manage technical-debt risks and drive Continual Service Improvement (CSI) to support production continuity, financial closing, customer-facing services and reliable analytics.
Generic Managerial Skills
- Service delivery leadership with strong customer-facing, commercial and customer-interaction skills.
- Executive communication and reporting, clear documentation, risk management and escalation handling.
- Capacity and vendor coordination, with a strong focus on continual improvement.
Salary Range: $130,000 - $150,000 per year
TCS Employee Benefit and Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.