Description

We are seeking a Application Support Lead to lead and enhance our global 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.

Additional Info

Fully Onsite 

Company Description

SGS is the world’s leading company in inspection, verification, testing, training, and certification. It is recognized as the global benchmark for quality and integrity, with over 95,000 employees and a network of more than 2,400 offices and laboratories around the world.