DescriptionRole Statement:
The ERP Second Level Support (RUN) Department Head is accountable for ensuring the stability, quality, and continuous improvement of the global ERP platform, acting as the senior functional reference point for incident resolution, solution design, and knowledge management across all regions and time zones.
This role owns the end-to-end operational effectiveness of the ERP Second Level Support function, operating through a Follow-the-Sun model to deliver 24/7 continuous support coverage. The Department Head develops functional expertise on ERP processes, ensures effective issue resolution, user support, and continuity of operations across large and standard orders, while driving SLA compliance, backlog health, and proactive incident management.
As a key member of the ERP leadership team, this role partners with Triage, ERP Product Specialists, ERP Product Owners, and the ERP Tech Factory to ensure seamless escalation paths, cross-functional coordination, and a culture of continuous improvement aligned with the organization’s Run, Enhance, and Converge operating model.
Key Duties
Incident & Service Management
- Take ownership of tickets escalated from Triage and ensure thorough management of request and resolution across all ERP modules and geographies.
- Implement functional fixes and workarounds, validating solution effectiveness with key business stakeholders.
- Ensure SLA compliance and manage backlog health and high-severity items proactively, including structured ticket handover in the Follow-the-Sun model.
- Manage the resolution of tickets related to large orders impacting business operations, coordinating with module experts when required.
- Act as the primary escalation point for critical incidents, ensuring appropriate involvement of third-level support (ERP Tech Factory) when required.
Root Cause Analysis & Continuous Improvement
- Perform deep functional and business-process analysis to identify root causes of incidents and recurring issues.
- Define corrective actions and drive preventive measures to reduce recurring incidents, improving process stability.
- Identify, analyze, and assess recurring incidents and ticket patterns across ERP modules, driving structural remediation to prevent recurrence.
- Define and prioritize module enhancements, evaluating business impact and aligning with the ERP roadmap and release cycles.
- Support regression, UAT, and hypercare testing to ensure operational readiness for releases.
Team Leadership & Follow-the-Sun Coordination
- Lead and develop the global ERP Second Level Support team (47 FTEs), including Shift Managers, Domain Heads, Senior Analysts, and Junior Analysts across 5 coordinated time-zone shifts (AMER West, AMER East, EMEA, India, Philippines).
- Ensure seamless shift handover and uninterrupted end-to-end ticket continuity across time zones.
- Provide functional guidance to Shift Managers and Senior Analysts to ensure consistent, high-quality resolution of module-related tickets.
- Drive team performance, fostering a culture of ownership, accountability, and continuous learning.
- Participate in cross-functional stand-ups to remove blockers and accelerate cross-module resolution.
Governance & Stakeholder Management
- Lead the Monthly Governance & Continuous Improvement meetings, sharing recurring incidents and proposing process or configuration improvements.
- Coordinate the Daily Ticket Prioritization Sync, prioritizing tickets and dispatching daily activities to the team.
- Partner with ERP Product Owners, Product Specialists, and the ERP Tech Factory to ensure alignment on incident resolution, enhancements, and platform stability.
- Manage the interface with Triage to ensure quality of escalated tickets and structured feedback loops on recurring issues.
Knowledge Management & Documentation
- Ensure continuous knowledge base integrity and evolution by documenting solutions, known errors, workarounds, and resolution procedures.
- Maintain and enhance knowledge assets, including functional documentation and troubleshooting guides, to enable consistent and efficient incident handling across shifts.
- Drive the adoption of enabling technologies (ServiceNow, Oracle EBS, SharePoint) for efficient ticket tracking, knowledge sharing, and operational reporting.
Qualification and Experience
Required:
- 10+ years of experience in ERP support operations, with at least 5 years in a leadership role managing global support teams.
- Demonstrated expertise in Oracle EBS functional support, incident resolution, and root cause analysis.
- Proven experience operating in Follow-the-Sun or shift-based global support models.
- In-depth functional and configuration knowledge across multiple Oracle EBS modules (Manufacturing, Supply Chain, Finance, Services).
- Advanced capability in conducting root-cause analysis and translating operational issues into actionable remediation plans.
- Solid understanding of Oracle EBS lifecycle processes, including development, testing, deployment, and release management practices.
- Excellent stakeholder management at both executive and operational levels.
- Experience managing SLA-driven environments with demonstrated track record of improving MTTR and first-response metrics.
- Strong leadership and coordination skills with a high sense of ownership and accountability.
Preferred:
- Experience with ITIL-aligned incident management frameworks and tools (ServiceNow).
- Familiarity with ERP platform convergence strategies and enterprise transformation programs.
- Background in complex, multi-region manufacturing or industrial organizations.
- Knowledge of automation, AI-driven support triage, and continuous improvement methodologies.
Key Performance Indicators
- SLA compliance rate
- Mean Time to Resolve (MTTR)
- % of issues resolved without Third-level escalation
- Ticket re-open rate
- Recurring incident reduction rate
- Ticket Time-to-Close
- SLA adherence for first response
