Company Description
Egis is a leading global consulting, construction engineering and operating firm. We work together with our clients, across every aspect of transport, energy, and the built environment to build a more balanced, sustainable, and resilient world. The Egis Group has more than 50 years of experience and a team of 22,000 employees in over 120 countries around the world. Joining our Group means, above all, sharing our values as a people-first company, strongly committed to sustainability and innovation.
In the UK we're proud to be delivering some of the most iconic projects which help connect people, protect our environment, and meet emission reduction targets. From motorways to tramways, and nuclear power plants to smart cities, clients choose us to help them solve their most complex challenges - delivering climate-responsible growth that meets the needs of communities, industry and the planet.
Job Description
We are seeking a dynamic and experienced leader to establish and run a high-performance Oracle ERP L2/L3 support hub in Bangalore. This is a pivotal leadership role, designed to build a world-class 'support factory' that will progressively become the central pillar of our global Oracle Cloud ERP operations.
In this strategic role, you will be responsible for the end-to-end lifecycle of our support services, covering critical business functions like Finance, Project Portfolio Management (PPM), and Human Capital Management (HCM). You will lead the recruitment and development of a large team of functional and technical experts, orchestrate a complex knowledge transition from our current partner, and drive operational excellence to ensure we meet and exceed global service level agreements.
This is a high-visibility role for a transformational leader, offering the opportunity to shape a new global capability centre and work extensively with international stakeholders.
Team Setup & Leadership
- Recruit & Scale: Lead the end-to-end recruitment and onboarding strategy to build a team of 25-50 FTEs by the end of 2026, establishing a robust talent pipeline.
- Mentorship: Identify, mentor, and develop a Deputy Manager to ensure operational resilience, business continuity, and succession planning.
- People Management: Act as the single point of accountability for team performance, capacity planning, workload distribution, and workforce management, including attrition and absence management.
- Culture Building: Forge a high-performance team culture grounded in accountability, collaboration, and an unwavering commitment to service excellence. Transition & Knowledge Transfer
- Structured Transition: Define and execute a comprehensive knowledge transfer plan (3-6 months) from our incumbent service provider, ensuring a seamless and risk-free transition of all support activities.
- Progressive Takeover: Lead a phased, parallel-run approach to take full ownership of the support function, validating team readiness and process maturity at each stage.
- Documentation & Enablement: Ensure the creation and maintenance of a robust knowledge base, comprehensive system documentation, and training materials to empower the team. Service Delivery & Operations (L2 Support)
- End-to-End Service Ownership: Manage the full lifecycle of Oracle ERP support, including:
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Incident & Problem Management: Ensure resolution aligns with strict SLAs and KPI targets (availability, resolution time, CSAT, etc.).
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Change & Release Management: Oversee the intake, prioritization, and execution of change requests, including the management of quarterly patching cycles and environment refreshes.
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Technical Stewardship: Coordinate with middleware, data, and infrastructure teams to manage integrations (APIs, OIC) and ensure system stability.
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Reporting & Analytics: Manage the delivery of critical reports and dashboards using OTBI and BI Publisher, providing actionable insights to stakeholders.
Process, Tools & Performance Management
- ITIL Framework: Define, implement, and continuously improve ITIL-aligned processes (Incident, Problem, Change, Knowledge, Service Level Management).
- Tooling & Metrics: Deploy and optimize ITSM tools to automate workflows, enhance reporting, and provide real time visibility into service performance.
- Continuous Improvement: Champion a culture of continuous improvement by identifying automation opportunities, eliminating manual processes, and leveraging agentic AI capabilities to enhance efficiency.
- Governance & Reporting: Deliver regular, data-driven performance reports to senior leadership and global governance bodies. Stakeholder & Ecosystem Management
- Global Interface: Serve as the primary point of contact for global IT leadership, business stakeholders, and European partners, effectively bridging time zones and cultural differences.
- Cross-Functional Collaboration: Work closely with internal teams including Solution Architects, Business Analysts, Middleware, and Data & Infrastructure teams to ensure cohesive service delivery.
- Strategic Contribution: Actively contribute to the strategic direction of the Global IT Applications group, positioning the Bangalore center as a key strategic asset. Context & Organizational Positioning
- The role is part of a strategic transformation program to build an India-centric GCC model (85% India footprint)
- The manager is a key operational leader within the Global IT organization
- The position interacts daily with international stakeholders, especially in Europe
- The organization aims to build long-term internal capabilities and reduce dependency on external vendors
Qualifications
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Education: Bachelor's or master’s degree in computer science, Information Technology, Business Administration, or a related field.
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Experience: 10+ years of total experience, with at least 10+ years in a leadership role managing Oracle ERP support services.
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Preferred Certification: ITIL v3/v4 Certification; Oracle Cloud certifications (e.g., Financials, HCM) are a significant plus.
Additional Information
Proven experience in building, scaling, and leading L2/L3 support teams of 20+ FTEs in a global delivery model.- Deep, hands-on experience in managing Oracle Cloud ERP support services, specifically across Finance, PPM, and HCM modules.
- Strong background in Application Management Services (AMS) or support factory models.
- Demonstrated experience in managing complex transitions or Build-Operate-Transfer (BOT) projects, ideally in consulting or system integration firms.
- Must have experience collaborating with European stakeholders (Ideally French) and navigating multicultural, matrixed environments. Technical & Functional Expertise
Deep Domain Knowledge:
Expert understanding of Oracle Cloud ERP (Finance, PPM, HCM) and its underlying architecture.
- ITIL Mastery: Strong command of ITIL service lifecycle processes, specifically Incident, Problem, Change, and Release Management.
- Technical Acumen: Working knowledge of integration technologies (APIs, OIC), environment management, and reporting tools (OTBI, BI Publisher).
- SLA Management: Proven track record of managing KPI and SLA-driven support models, with a focus on service quality and customer satisfaction.
Leadership & Soft Skills
- Structured & Analytical: Strong organizational skills with a data-driven approach to problem-solving and decision making.
- Inspirational Leader: A natural people leader with a talent for recruiting, mentoring, and motivating diverse, high performing teams.
- Exceptional Communicator: Excellent verbal and written communication skills in English, with the ability to articulate complex technical issues to senior executives.
- Strategic & Execution-Oriented: A visionary leader who can define a clear roadmap and also roll up their sleeves to drive execution in a transformation context.
- Resilient & Adaptable: Possesses high ownership, accountability, and the ability to navigate ambiguity and manage change effectively.
Success Metrics (First 12-18 Months)
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Successful recruitment, build-out, and stabilization of the Bangalore L2 support team.
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Seamless and timely completion of knowledge transfer and full operational transition.
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Achievement of target headcount and operational readiness by the end of 2026.
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Consistent compliance with defined SLA/KPI targets for service quality and delivery performance.
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Establishment of a robust governance model and continuous improvement culture.
