Work Mode: Hybrid / Remote
Role Overview:
Seeking a Oracle Retail MFCS/RMS Support Lead with strong functional expertise and production support experience in Oracle Retail Merchandising applications. The role involves leading support operations, managing incidents and service requests, ensuring SLA compliance, collaborating with business stakeholders, and driving continuous service improvements while providing guidance and mentorship to the support team.
Key Responsibilities:
- Lead the Oracle Retail Merchandise (MFCS/RMS) support team and ensure smooth day-to-day application operations.
- Act as the primary point of contact for all Merchandise application-related issues, escalations, and client communications.
- Manage incident, service request, problem, and change activities while ensuring SLA compliance.
- Provide functional guidance and technical support for Oracle Retail Merchandise processes, including Item, Supplier, Purchase Orders, Inventory, Pricing, Replenishment, and Stock Ledger.
- Perform root cause analysis (RCA) for recurring issues and implement permanent corrective actions.
- Review and approve production fixes, deployments, and change requests before implementation.
- Coordinate with cross-functional teams such as Stores, E-commerce, WMS, Integration, Finance, and Infrastructure for end-to-end issue resolution.
- Monitor application health, nightly batch processing, interfaces, and critical business jobs to ensure timely completion.
- Review daily operational dashboards, aging incidents, SLA metrics, and backlog, and drive timely resolution.
- Lead bridge calls for P1/P2 incidents, coordinate recovery activities, and provide regular status updates to stakeholders.
- Plan and prioritize team workload, allocate tickets, and ensure balanced resource utilization.
- Mentor and guide L1/L2 support engineers by providing functional knowledge, technical coaching, and regular feedback.
- Conduct ticket quality reviews to ensure troubleshooting standards, documentation, and knowledge articles are maintained.
- Identify automation and process improvement opportunities to reduce manual effort and recurring incidents.
- Review enhancement requests, estimate effort, validate business impact, and coordinate implementation.
- Prepare and present Weekly Service Reviews (WSR), Monthly Service Reviews (MSR), operational metrics, and management reports.
- Collaborate with client business teams to understand new requirements and translate them into actionable support or enhancement activities.
- Ensure compliance with ITIL processes, audit requirements, security standards, and documentation guidelines.
- Support release planning, production deployments, validation, and post-implementation monitoring.
- Drive continuous service improvement initiatives to improve system stability, reduce incident volume, and enhance customer satisfaction.
Required Skills:
- Oracle Retail MFCS/RMS functional expertise.
- Strong understanding of Merchandise business processes.
- Experience in Incident, Problem, Change, and Release Management.
- Knowledge of SQL, Unix/Linux, batch monitoring, and interface troubleshooting.
- Familiarity with ServiceNow or similar ITSM tools.
- Strong stakeholder management and client communication skills.
- Leadership, team mentoring, and resource planning experience
- Knowledge of ITIL best practices.
- Experience working in an Application Managed Services (AMS) environment.
Good to Have:
- Cloud Experience
About Aspire Systems
Aspire Systems is a global technology services firm serving as a trusted technology partner for more than 275 customers across the globe. Founded in 1996, Aspire Systems helps leading enterprises engineer the future through its deep technology and domain expertise in Software & Technology, Banking, Insurance, Retail, and Public Sector. AI-first IP, platforms, and domain expertise power Aspire System's advanced technology services.
Aspire’s core philosophy of ‘Attention. Always.’ communicates its belief in lavishing care and attention to its employees, customers, and society. The company currently has over 4000 employees globally and is CMMI Level 3 certified. It operates across North America, LATAM, Europe, Middle East, and Asia Pacific.
As an employer, Aspire Systems has been recognized 12 times in a row as one of the Top 100 ‘Best Companies to Work For’ by the Great Place to Work® Institute. To know more about Aspire Systems, visit https://www.aspiresys.com/
Who We Are
Aspire is built on deep expertise in Software Engineering, Digital Services, Testing, and Infrastructure & Application Support. We serve diverse industries including Independent Software Vendors, Retail, Banking & Financial Services, and Insurance.
Our proven frameworks and accelerators enable us to create future-ready, scalable, and business-focused systems, helping customers across the globe embrace digital transformation at speed and scale.
Why Join Aspire Systems
Being an Aspirian means being part of a future-ready, global workplace where you will work on emerging technologies, collaborate with diverse teams, and contribute to meaningful digital transformation initiatives.
We foster innovation, value diverse perspectives, and enable continuous learning and career growth — guided by our philosophy of “Attention. Always.” Aspire also follows a hybrid work model, promoting flexibility, collaboration, and work-life balance.
Learn more about Life at Aspire: https://www.aspiresys.com/careers/life-at-aspire
Our Commitment to Diversity & Inclusion
At Aspire Systems, we foster a work culture that appreciates diversity and inclusiveness. We understand that our multigenerational workforce represents different regions, cultures, economic backgrounds, races, genders, ethnicities, education levels, personalities, and religions. We believe these differences make us stronger and are committed to building an inclusive workplace where everyone feels respected and valued.
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Disclaimer
The above statements are not intended to be a complete statement of job content, but rather to serve as a guide to the essential functions performed by the employee in this role. Management retains the discretion to add or change the duties of the position at any time