MS HCM Team Leader

This role involves managing the delivery of managed services to clients, meeting SLAs (Service Level Agreements), and driving continuous improvement. The ideal candidate will combine technical expertise in Oracle HCM with leadership capabilities to deliver high-quality support and service to internal and external clients.

Key Responsibilities:

• Team Leadership & Management:
  • Lead and mentor a team of Oracle HCM support analysts.
  • Assign tasks and projects to the team, ensuring adherence to service delivery timelines and quality standards.
  • Conduct performance evaluations, manage team development, and foster a collaborative working environment.
  • Ensure that Oracle HCM Managed Services are delivered according to client agreements, meeting, or exceeding SLAs.
  • Act as a point of escalation.
  • Coordinate with internal and external stakeholders to manage changes, enhancements, and upgrades to the Oracle HCM environments.
  • Ensure service continuity and proactive monitoring of Oracle HCM systems to identify and resolve potential issues before they impact clients.
• Oracle HCM Solution Support:
  • Manage incidents, troubleshoot system issues, and ensure timely resolution of tickets.
  • Maintain system documentation, including configurations, customizations, and integrations.
  • Ensure systems are compliant with all relevant regulations and security requirements.
• Continuous Improvement:
  • Identify opportunities for service improvements and propose enhancements to Oracle HCM modules.
  • Analyze system performance, recommending optimizations to improve efficiency and user experience.
  • Stay up to date with Oracle HCM updates, patches, and new features to ensure the managed services team can proactively support clients.
• Service Reporting:
  • Provide regular status updates to Director of Applications and clients on system health, ongoing issues, and completed work.
• Collaboration with Cross-Functional Teams:
  • Collaborate with Oracle consultants, vendors, and third-party service providers to manage integrations, system updates, and resolve escalated issues.
  • Work with internal teams on cross functional issues

Required Skills and Qualifications:

• 5+ years of experience in managing Oracle HCM systems (Oracle HCM Cloud or Oracle E-Business Suite).
• Proven experience in managing or leading a support/managed services team.
• Strong understanding of Oracle HCM modules such as Core HR, Payroll, Talent Management, Learning, and Absence Management.
• Hands-on experience with Oracle HCM troubleshooting, incident resolution, and system monitoring.
• Excellent understanding of IT service management (ITSM) frameworks and Jira (JSM).
• Familiarity with SLAs, KPIs, and service reporting processes.
• Excellent communication and client management skills.
• Strong problem-solving abilities and attention to detail.

Preferred Skills:

• Oracle HCM Cloud or Oracle E-Business Suite certification.
• ITIL certification or experience working in an ITIL-driven environment.
• Experience working in a managed services or consulting environment.
• Knowledge of Oracle HCM integrations and reporting tools (OTBI, BI Publisher).
• Experience with Oracle HCM security and compliance requirements.

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