ERP Operations Manager

About the role

This position is responsible for maintaining and supporting the organization's ERP system to ensure optimal performance, reliability, and security. This role plays a key part in the technical configuration, user access management, integrations, and day-to-day system administration. Team Leadership & Production Support Management Lead and manage a distributed production support team responsible for day-to-day operational support of Oracle Fusion Cloud (ERP, SCM) and ancillary systems. Establish clear SLAs and response protocols for incident triage, resolution, and communications. Drive root cause analysis (RCA) and ensure permanent fixes are implemented - not just band-aid solutions. Coach team members on system configuration, troubleshooting best practices, and Oracle support engagement. Prioritize workload for the team and ensure high-urgency issues are escalated and resolved without delay. Fusion System Operations Oversee the availability, integrity, and performance of Oracle Fusion environments. Act as primary liaison with Oracle for service requests (SRs), escalations, patching, and service updates. Own the regression testing, impact analysis, and coordination of quarterly patch cycles. Ensure configuration changes and data fixes follow change control governance. Coordinate with IT security and compliance teams on audit readiness and access certifications. Enforce compliance with audit and data privacy requirements through access reviews and security controls. Cross-Functional and Strategic Initiatives Serve as the point of contact between the support team and business process owners in Finance, Supply Chain, Procurement, HR, etc. Assist in the rollout of new functionality, module implementations, or integration efforts. Identify recurring issues or process gaps and propose systemic solutions - not workarounds. Patch & Release Management Coordinate and support quarterly Oracle patch testing and deployment. Maintain documentation of regression test plans and validation scripts. Manage sandbox refreshes and environment cloning as needed. Operational Support Act as Level 2/3 support for service tickets related to Oracle Fusion ERP and SCM. Troubleshoot and resolve functional and technical issues escalated by business users. Maintain and evolve Standard Operating Procedures (SOPs) for incident handling and routine tasks. Monitoring & Reporting Set up and monitor system health, alerting, and escalation processes. Track and report KPIs related to issue resolution, uptime, and user satisfaction. Maintain system inventory and configuration documentation Required Skills/Abilities: Excellent interpersonal, negotiation, and conflict resolution skills. Excellent organizational skills and attention to detail. Excellent time management skills with a proven ability to meet deadlines. Strong analytical and problem-solving skills. Ability to prioritize tasks and to escalate requests for support appropriately Ability to act with integrity, professionalism, and confidentiality. Proficient with Microsoft Office Suite or related software. Proficient verbal and written communication skills. Excellent organizational skills and attention to detail. Occupational Health & Safety Responsibilities: Follow all company operating procedures, standards, policies, and training to ensure the safe and efficient operation of the site. Play an active role in the ALS safety program by correcting or reporting unsafe acts and conditions that are observed during day-to-day operations to create a zero-injury work environment. Participate in and support HSE initiatives, as required by ALS leadership. Quality Responsibilities: Ensure business is conducted in accordance with Core Values: Safety as a Priority Honesty and Integrity Exceeding Client Expectations Belief in Our Ability Hard Work and Continuous Improvement Doing it Better Celebrating Success People Development Support Quality Department and Continuous Improvement Processes. Employees commit to improving the ALS experience through effective communication. Education and Experience: 7+ years working with Cloud Applications, including at least 2 years in a leadership or team management capacity. Demonstrated experience managing production support for business-critical ERP applications. Track record of improving team performance, streamlining support workflows, and driving technical ownership Familiarity with Oracle Support, quarterly updates, regression testing, and patching impact assessments. Strong troubleshooting skills across functional and technical areas.