Oracle Solutions Support Manager

Job description

Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets. We are more than 34,000 people, in over 30 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver more impact together. **Role description:** Drives service continuity and end-user satisfaction for Oracle Solutions by leading incident response, proactive monitoring, and operational support across all environments to meet business demand. **Role accountabilities:** - Works with the GSI Solutions Director to address Key Business Users' feedback and satisfaction with Tower services. - Collaborates with GSI Domain teams to deliver efficient and well-run processes. - Ensures Oracle Application and Extension services maintain operational stability and adhere to Oracle's documented standards and industry best practices. - Oracle Application and Extension services include API Management, Apex, Kubernetes & Containers, WebLogic, Application Extensions, Database Schema Design, and Java Development, and Regional Interfaces. - Leads capacity planning, technical documentation, upgrade coordination, patch management, and lifecycle support for Oracle-based applications and extensions. - Establishes and maintains proactive application monitoring, alerting, and SLA tracking to ensure system availability and performance meets business demands. - Manages incident triage, root cause analysis, problem resolution, and escalation procedures across all Oracle applications and extension services. - Coordinates with the release manager to validate deployment readiness, support release activities across environments, and ensure rollback procedures minimize the risk of business disruption. - Ensures compliance with application security and data privacy practices. - Manages service request queues, change requests, and end-user support workflows to deliver high-end user satisfaction and meet SLA targets. - Oversees systems health, security patching, vulnerability remediation, and disaster recovery readiness. **Qualifications & Experience:** - ​Minimum of 8 years’ experience supporting enterprise applications and extensions, at least 4 of which supporting Oracle Cloud application services. - ​Demonstrated experience managing support operations for Cloud application services in a global company with a multi-national, multi-vendor environment. - ​Proven track record of achieving service excellence, including maintaining positive stakeholder relationships and coordinating multi-disciplinary teams with internal and external resources. Why Arcadis? We can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. It’s why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together. You’ll do meaningful work, and no matter what role, you’ll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you. Together, we can create a lasting legacy. Join Arcadis. Create a Legacy. Our Commitment to Equality, Diversity, Inclusion & Belonging We want you to be able to bring your best self to work every day, which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people.