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Joboffer number #178009

Oracle support Shift Lead

CV Market client
Nuoroda nukopijuota
Job ad expired!

Job Description

As a Shift lead, your responsibilities will include:

  • Provides 24x7 (shift) global support across all company entities
  • Responsible for escalation management within the team, dealing with escalations efficiently
  • Ensure support issues, Incident and Problem management are managed in a timely and efficient manner
  • Coordination with various support team, Business and development team in ensuring smooth requirements and implementation of
Change, Release and Production Support.
  • Provide the 2nd Line support/coverage to other applications within the GIS security toolset i.e. RSAM, CyberArk, OES, RSA, SSO,
Federation, BEST etc
  • Incident and Problem management via ServiceNow
  • Manage email and Hotline queries management
  • Support of system outages, fixes and enhancements
  • Liaison across business and users to resolve support issues
  • Problem escalation and ownership to resolution
  • Efficient implementation of fulfilment function
  • Change and Release Management
  • Compliance to audit, regulatory and GIS Standards requirements
  • Process and Procedure, knowledge base maintenance
  • Ongoing team training and cross-training
  • Ad-hoc assignment for clean up activities post project implementation
  • Re-engineer processes by leveraging existing global & regional models


We expect you possess:

  • Minimum 3-5 years in ITexperience in managing Level 2/Level 3 support and staff
  • Experience of ITIL concept and best practices
  • Experience in working with Business and IT users across different levels to gather requirements for support or implementation
  • Strong analytical, incident management and problem management skills
  • Ability to work as a team player as well as independently
  • Fast learner, adaptable to changes and high attention to details
  • MCSE certified
  • ITIL certified
  • Strong communication both verbal and written in English

Beneficial Requirements:
  • Good understanding of financial regulatory and compliances standards
  • Good understanding of Information Security standards
  • Knowledge of alternate languages i.e. French, German, Spanish, Italian etc
  • Strong MSSQL and Oracle database10g/11g
  • Experience with Microsoft suite of products
  • Oracle Identity Management (OIM)
  • Oracle Identity Analytics (OIA)

Company offers

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Oracle support Shift Lead
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