Role: Oracle Retail MFCS Application Support Lead
Location: Canada _ Hybrid
Duration: Long Term
Role Overview
We are looking for an experienced Oracle Retail MFCS (Merchandising Foundation Cloud Service) Application Support Lead to manage onsite application support, service delivery, stakeholder coordination, and operational excellence. The role will act as the primary liaison between business stakeholders, IT teams, offshore AMS teams, and MFCS/Sales Audit support teams.
Key Responsibilities
- Act as the primary onsite liaison between business stakeholders, IT teams, offshore AMS teams, and MFCS/Sales Audit support teams 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 requirements into actionable tasks for offshore support and development teams.
- Drive Incident, Problem, and Change Management processes, including root cause analysis (RCA), risk assessment, corrective actions, and implementation of preventive measures.
- Coordinate release planning, testing, and production deployments, ensuring minimal business disruption and compliance with established change management standards.
- Monitor application performance and operational KPIs, proactively identifying system issues, recurring incidents, process gaps, and optimization opportunities.
- Coordinate with cross-functional teams to troubleshoot and resolve issues across MFCS integrations, interfaces, batch processes, and business workflows.
- Support continuous improvement initiatives by identifying opportunities for process optimization, automation, and operational efficiency.
- Ensure effective communication of application issues, risks, planned changes, and resolution status to business and IT stakeholders.
- Maintain appropriate documentation for support processes, known issues, RCA reports, operational procedures, and application changes.
Key Skills & Experience
- Strong experience in Oracle Retail MFCS application support and/or implementation.
- Good functional understanding of Oracle Retail Merchandising and Sales Audit processes.
- Experience working with onsite/offshore support models and AMS teams.
- Strong knowledge of Incident, Problem, Change, and Release Management processes.
- Experience in business requirement gathering, functional analysis, and stakeholder management.
- Strong understanding of retail business processes and MFCS integrations/workflows.
- Experience in production support, issue troubleshooting, RCA, and SLA management.
- Good understanding of testing, release management, deployment, and change-control processes.
- Strong communication, coordination, and analytical skills.
- Ability to work effectively with business users, technical teams, vendors, and offshore teams.
Key Competencies
- Oracle Retail MFCS
- Sales Audit
- Application Support & AMS
- Incident & Problem Management
- Change & Release Management
- Root Cause Analysis (RCA)
- Stakeholder Management
- Business Requirement Gathering
- Production Support
- SLA & KPI Management
- Integration & Interface Support
- Continuous Improvement
- Offshore/Onsite Team Coordination
