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Job Description

We are seeking a Application Support Lead to lead and enhance our general application support services, with a focus on Oracle EBS R12 and Oracle Fusion Cloud. This role is based in Bogotá, Colombia, and plays a strategic part in ensuring service excellence across multiple time zones.

As a key member of the IT Corporate team, you will partner with business and functional leaders to drive system improvements, manage escalations, and oversee service delivery. You will lead a team of support analysts, manage vendor relationships, and ensure compliance with SLAs while promoting continuous improvement and innovation.

Key Responsibilities

Leadership & Team Management

- Lead, mentor, and develop a team of Application Support Analysts.
- Set performance goals and conduct regular evaluations.
- Ensure timely resolution of escalated issues.

Service Delivery & Oversight

- Oversee daily support operations and ensure SLA adherence.
- Manage external vendors and monitor performance.
- Conduct service reviews and implement quality improvements.

Stakeholder Engagement

- Serve as the main contact for business stakeholders.
- Facilitate service meetings and communicate with senior management.
- Collaborate with project teams to ensure support readiness.





Process & Continuous Improvement

- Drive improvements in incident, problem, and change management.
- Maintain knowledge bases and training materials.
- Promote best practices in testing and documentation.

Strategic Planning

- Contribute to support service roadmaps.
- Identify opportunities for automation and optimization.
- Support budgeting and resource planning.

Qualifications

- Bachelor’s or Master’s degree in IT, Computer Science, or related field.
- Minimum 8 years of experience in application support, with at least 3 years in a leadership role.
- Strong expertise in Oracle EBS R12 and Oracle Fusion Cloud.
- Proven experience managing external service providers and cross-functional teams.
- Solid understanding of ITIL and service management frameworks.
- Experience in business analysis, testing, and deployment planning.

Required Skills

- Excellent leadership and team-building capabilities.
- Strong analytical and problem-solving skills.
- Exceptional communication and stakeholder management.
- Ability to manage priorities in a dynamic environment.
- Proficiency in incident tracking, documentation, and reporting tools.

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1ahcev

📌 Application Support Lead– Oracle Systems (Bogotá)
🏢 SGS
📍 Bogotá