Functional Lead

The Oracle EBS Functional Lead will be responsible for providing functional leadership and support for Oracle E-Business Suite (EBS) applications in a managed services environment. This includes handling Level 1 and Level 1.5 support tickets, ensuring smooth operations, and coordinating with technical teams for issue resolution. The role involves managing business requirements, performing functional analysis, and ensuring compliance with SLAs.

Key Responsibilities

• Incident & Service Request Management
• Provide L1/L2 functional support for Oracle EBS modules (AR, AP, GL, FA, CM, RI, INV, eTax, SLA). L2 tasks are not in the scope but functional knowledge on those could be appreciated to have a better qualification of the ticket
• Troubleshoot and resolve functional issues within agreed SLAs.
• Escalate complex issues to L2/L3 or development teams when necessary.
• Business Process Analysis
• Understand client business processes and map them to Oracle EBS functionalities.
• Perform fit-gap analysis for enhancements and change requests.
• Prepare SOPs and process mapping document
• Process and/or follow monthly closing performed by the support L1 team
• Monitor inbound and outbound flows
• Configuration & Testing
• Configure Oracle EBS setups as per business requirements.
• Develop and execute functional test plans for patches, upgrades, and fixes.
• Define / Support SIT/UAT and coordinate with business users. Should be able to define the user tests documentation and functional specification for minor enhancements, or support the L1 team and validate them.
• Documentation & Training
• Maintain functional documentation for processes and configurations.
• Provide training and knowledge transfer to end-users and support teams.
• Collaboration
• Work closely with technical teams for issue resolution and enhancements.
• Liaise with client stakeholders for requirement gathering and status updates.
• Manage L1 offshore team
• Lead or participate in operational governance meetings (daily/weekly/monthly).
• Provide regular communication and updates to business owners and key stakeholders.
• Manage functional escalations and ensure timely resolution

Other key responsibilities:

• Supervise and oversee the offshore Level 1 support team.
• Monitor L1 performance and KPIs
• Lead regular touchpoints with the offshore team, communicate priorities, and track workload distribution.
• Improve, and translate L1 existing documentation
• Ensure skill development of the L1 team.

Key Deliverables

• Timely resolution of incidents and service requests.
• Accurate documentation of solutions and configurations.
• Continuous improvement recommendations for Oracle EBS processes

Qualifications:

• Bachelor’s degree in Accounting, Finance, Information Systems, or a related field.
• 10+ years of hands-on experience with Oracle E-Business Suite Financials, ideally in R12.1 or R12.2.
• Deep functional knowledge of at least four core Oracle Financials modules (GL, AP, AR, FA, CM).
• Strong understanding of accounting principles, financial reporting, and enterprise finance processes.
• Experience with implementation, upgrade, or large-scale enhancement projects in Oracle EBS.
• Ability to write and interpret functional documentation and work with developers on custom solutions.
• Excellent communication, stakeholder management, and problem-solving skills.
• Ability to lead cross-functional teams and manage user expectations.
• Proven experience leading or coordinating a support team, ideally offshore.
• Strong background in operational support (incident management, SLA ownership), not only project delivery.