Oracle Fusion Cloud Solutions Support Lead
Location: Charlotte, NC / Hybrid
Employment Type: Contract / Full-Time
Experience: 10+ Years
Industry: Enterprise Technology / SaaS
Job Summary
We are seeking a Senior Oracle Fusion Cloud Solutions Support Lead to take ownership of the day-to-day health, stability, and continuous improvement of enterprise SaaS and packaged application solutions.
This is a hands-on technical leadership role, not a traditional break/fix or ticket-routing position. The ideal candidate will have deep experience supporting Oracle Fusion Cloud in production, strong Oracle Integration Cloud (OIC) expertise, and the ability to personally diagnose complex technical issues while leading support operations and coordinating with business stakeholders, vendors, architects, development teams, and managed service providers.
The successful candidate will serve as a senior escalation point and gradually assume ownership of the day-to-day support operation, including incident management, backlog health, SLA performance, root-cause analysis, vendor accountability, release readiness, and continuous improvement.
Key Responsibilities
- Own the day-to-day operational health and stability of Oracle Fusion Cloud and related enterprise SaaS applications.
- Serve as a primary technical escalation point for production incidents, service disruptions, integration failures, and recurring application issues.
- Personally troubleshoot complex issues by analyzing application behavior, integration flows, APIs, logs, data, scheduled processes, and error conditions rather than simply routing issues to technical teams.
- Lead incident and problem management activities, including P1/P2 triage, root-cause analysis, corrective actions, and prevention of recurring issues.
- Own the support backlog, including ticket prioritization, aging, assignment, SLA tracking, escalation, and resolution.
- Partner closely with business stakeholders to understand business impact and translate functional problems into actionable technical issues.
- Coordinate with Oracle, internal development teams, enterprise architects, integration teams, and third-party support organizations to drive issues through resolution.
- Provide client-side oversight of managed service providers (MSPs) and hold partners accountable for service quality, SLA performance, incident response, and continuous improvement.
- Support Oracle Fusion Cloud quarterly updates, regression testing, release impact assessments, and production readiness activities.
- Work with Oracle Integration Cloud (OIC) to troubleshoot and support inbound/outbound integrations, APIs, data exchanges, and integration failures.
- Collaborate with teams supporting third-party and non-Oracle SaaS platforms and enterprise integrations.
- Identify opportunities to improve operational efficiency through automation, AI-assisted troubleshooting, self-service, monitoring, and runbook optimization.
- Evaluate and support Oracle Fusion embedded AI capabilities and AI Agent Studio where applicable.
- Work with Oracle Redwood experiences and support related testing, regression validation, and production readiness.
- Maintain strong communication with senior leadership and business stakeholders during high-impact incidents and service disruptions.
- Drive continuous improvement initiatives that reduce ticket volume, recurring incidents, resolution time, and operational risk.
Required Qualifications
- 10+ years of experience in enterprise applications, SaaS, ERP, cloud applications, application support, or related technology environments.
- Strong hands-on experience with Oracle Fusion Cloud in a production environment.
- Demonstrated experience supporting one or more major Oracle Fusion Cloud pillars, such as:
- Oracle Cloud ERP
- Oracle Cloud HCM
- Oracle Cloud SCM
- Oracle Cloud EPM
- Strong hands-on experience with Oracle Integration Cloud (OIC).
- Experience troubleshooting enterprise integrations using technologies such as:
- REST / SOAP APIs
- JSON / XML
- SFTP
- Integration payloads
- Middleware
- Scheduled processes
- Error handling and integration monitoring
- Strong SQL / PL/SQL and data troubleshooting capabilities.
- Experience with Oracle Fusion technologies such as BIP/BI Publisher, OTBI, FBDI, ADFDI, HDL, ESS/Scheduled Processes, or comparable tools.
- Strong experience in production support, incident management, problem management, RCA, and technical troubleshooting.
- Demonstrated ability to diagnose technical problems independently rather than functioning solely as an escalation coordinator.
- Experience managing application support backlogs, SLAs, escalations, and service delivery.
- Strong communication skills with the ability to work directly with business users, technical teams, vendors, and senior leadership.
- Experience working with managed service providers or third-party support organizations.
Preferred Qualifications
- Experience with Oracle Cloud Infrastructure (OCI), including any hands-on administrative or technical exposure such as IAM, Compute, Networking, Storage, Monitoring, or OCI services.
- Experience with Oracle Fusion embedded AI capabilities.
- Hands-on experience with Oracle AI Agent Studio or AI-enabled Fusion capabilities.
- Demonstrated daily use of AI tools to improve troubleshooting, analysis, documentation, automation, development, or operational efficiency.
- Experience leading or supporting non-Oracle SaaS platforms such as Salesforce, ServiceNow, Workday, SAP, or other enterprise SaaS solutions.
- Experience sitting on the client side and holding an MSP/managed service provider accountable for SLA, incident response, quality, and service delivery.
- Experience with Oracle Redwood and Redwood-related testing, regression, or production support.
- Oracle Fusion Cloud certifications.
- Experience with Azure or other major cloud platforms.
- Experience with Oracle Support / Oracle Service Requests and Sev-1 incident management.
- Experience implementing automation, AI-assisted operations, self-service solutions, or intelligent support workflows.
Leadership Expectations
The ideal candidate is a hands-on technical leader who can lead through influence.
This role does not require a large direct-report organization. Instead, the candidate must be comfortable coordinating across internal teams, managed service providers, vendors, architects, developers, and business stakeholders while maintaining clear ownership of outcomes.
The person in this role should be comfortable saying:
I will investigate the issue, determine what is actually happening, identify the business impact, coordinate the right resources, and drive it through resolution.
Ideal Candidate Profile
The strongest candidates will bring a combination of:
Oracle Fusion Cloud + OIC + Production Support + Technical Troubleshooting + Incident/RCA + SQL/APIs + SaaS Operations + Vendor/MSP Management + Business Engagement + AI/Automation
Candidates who are primarily Oracle EBS-only, purely functional consultants, project managers, OIC developers without production-support ownership, or ticket/queue coordinators without hands-on technical troubleshooting experience are not the target profile.
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