Position Summary 

The Oracle 1st-Tier Support Team Leader oversees a team responsible for providing front-line support for Oracle applications across the organization. This role ensures timely resolution of user issues, maintains high service quality, and acts as the liaison between end users, internal IT teams, and advanced (2nd/3rd tier) Oracle support specialists. The Team Leader coordinates daily operations, handles escalations, monitors KPIs, and drives continuous improvement in Oracle support processes. 

Key Responsibilities 

Team Leadership & Operations 

• Lead and mentor a team of 1st-tier Oracle support analysts. 
• Manage team schedules, task allocation, and workload balancing. 
• Provide technical guidance on Oracle processes, navigation, and issue triage. 
• Facilitate effective communication and collaboration within the team. 
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