IT Business Solutions Manager – Manufacturing & Logistics (Oracle Fusion )

Participate in creating the SLA for the different applications

Develop internal team schedule for managing on call, and application ownership and communicate to business

Provide first line support to Users by providing analysis and resolution for routine operational application issues

Provide the suitable solutions for any application issue within the agreed on SLA and based on the criticality of the issue

Monitor the corporate ERP to ensure service availability 24/7

Record and track incidents, complaints or requests. Ensure that problem tickets raised in the right channel are clearly documented and articulated.

Collaborate with other IT teams (such as infrastructure team) in problem diagnosis and resolution.

Support deployment of process enhancements by working with business on data collection and training key users on new functionality.

Perform testing of solutions delivered development team to address process improvements with business process owners, and coordinate with development team for issue resolution.

Provide end user trainings for new modules/implementations

Participate in analysis for new changes and required operational enhancements

Full responsibility for Reporting and dashboards

Manage all modules implementation with partner and vendor and internal stakeholders

Full responsibility on solutions architecture and integrations

Manage Support team

First line support for the solutions (ERP (Oracle Fusion), Fleet Management System, Maintenance, …etc )for all modules serving the manufacturing and logistics business industries

Monitor all the different modules to ensure service availability

Fix application related issues within the agreed on SLA and within the change management process

Maintain good relationships with vendors