Company Description About Sopra Steria Sopra Steria, a major Tech player in Europe with 51,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies and organisations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a collaborative approach.
Sopra Steria places people at the heart of everything it does and is committed to putting digital to work for its clients in order to build a positive future for all. In 2025, the Group generated revenues of €5.6 billion. The world is how we shape it. Job Description Job Title IT Service Support Lead – Oracle EBS & Oracle Fusion Finance Applications Role Summary The IT Service Support Lead will be responsible for leading the day-to-day operational support of Oracle EBS and Oracle Fusion Finance applications, ensuring high-quality service delivery in line with ITIL best practices.
The role will oversee Incident, Service Request, Major Incident, and Escalation Management while ensuring compliance with agreed SLAs, KPIs, and audit requirements. The individual will also provide technical leadership, people management, stakeholder communication, and continuous service improvement. Key Responsibilities Service Operations Support the operational support for Oracle EBS and Oracle Fusion Finance applications.
Manage the end-to-end lifecycle of Incidents, Service Requests, Problems, and Major Incidents. Ensure timely resolution of production issues while meeting agreed Service Level Agreements (SLAs). Coordinate with Functional, Technical, Infrastructure, Database, and Integration teams for issue resolution. Drive Root Cause Analysis (RCA) and implement preventive actions for recurring issues. Participate in Change Management activities, including impact assessment and release support.
  Major Incident & Escalation Management Act as the Major Incident Manager for critical business-impacting incidents. Lead incident bridge calls and coordinate cross-functional teams during service outages. Provide timely communication and executive updates to business stakeholders. Ensure post-incident reviews and lessons learned are completed.   Service Performance & Governance Monitor and report on operational KPIs and SLA performance.
Identify service improvement opportunities and drive continual service improvement initiatives. Manage ticket backlogs, aging incidents, and service request queues. Prepare weekly and monthly operational reports and management dashboards.   Audit & Compliance Support Internal, External, ISAE, SOX, and Information Security audits. Ensure operational processes comply with ITIL standards and organizational governance.
Maintain process documentation, SOPs, knowledge articles, and audit evidence. Support risk assessments and compliance initiatives.   People Management Lead and mentor a team of Service Support Analysts. Manage workload allocation, shift planning, performance reviews, coaching, and career development. Identify training needs and develop team capabilities in Oracle Fusion, Oracle EBS, and ITIL processes.
Foster a customer-focused and collaborative team culture.   Stakeholder Management Build strong relationships with Business Users, Service Delivery Managers, Vendors, and Technical Teams. Conduct service review meetings and provide operational updates. Ensure customer satisfaction through proactive communication and service excellence.   Required Skills & Experience Technical Skills Strong knowledge of Oracle EBS and Oracle Fusion Finance Applications.
Good understanding of Finance modules such as General Ledger (GL), Accounts Payable (AP), Accounts Receivable (AR), Fixed Assets (FA), Cash Management (CM), Procurement, and Purchasing. Experience wit