Job Description
Act as the primary onsite liaison between business stakeholders, IT teams, offshore AMS teams, and MFCS ( Sales Audit) support for incidents, enhancements, and service requests.
Lead application support and service delivery for Oracle Retail MFCS modules, ensuring adherence to SLAs, incident resolution timelines, and overall system availability.
Facilitate business requirement gathering and solution discussions, translating functional needs into actionable tasks for offshore support and development teams.
Drive incident, problem, and change management processes, including root cause analysis (RCA), risk assessment, and implementation of preventive measures.
Coordinate release planning, testing, and production deployments, ensuring minimal business disruption and compliance with change management standards.
Monitor application performance and operational KPIs, proactively identifying system issues, process improvements, and optimization opportunities across MFCS integrations and workflows.