Sr Officer-ERP System Support

Role Purpose

To act as the primary Person In Charge (PIC) for the ERP platform on the IOH side, serving as the key functional and technical point of contact between business users, IT, and the Managed Services Partner (vendor/mitra). This role is responsible for day-to-day platform ownership — including business requirement coordination, master data and configuration integrity, and cross-module functional oversight — as well as governing the partner's delivery of L1, L2, and L3 Application Managed Services (AMS) across the ERP ecosystem, System Integration, on prem/cloud infrastructure related, middleware, ensuring operational stability, SLA compliance, effective Change Request (T&M) delivery, and adherence to IOH governance, reporting, security, and service acceptance (BAST) standards.

Responsibilities

• Act as the single Point of Contact (PIC) for ERP system matters on the IOH side; gather and consolidate business requirements from process owners; prioritize and validate enhancement/CR proposals prior to partner execution; safeguard master data, Chart of Accounts, and configuration integrity across modules; provide functional guidance to business users on system usage and process alignment, system integration, and infrastructure utilization awareness.
• Act as the primary IOH counterpart for the ERP Ecosystem Managed Services Partner; monitor day-to-day delivery of L1/L2/L3 support across ERP ecosystem, Surrounding system, system integration, infra utilization, license monitoring; ensure the partner operates within the agreed operating model, service window, and escalation matrix.
• Monitor and validate the partner's compliance to SLA targets (response/resolution time per P1-P4, System and integration uptime, First Time Fix Rate); review incident trend and aging-ticket reports; drive corrective action for SLA breaches.
• Oversee incident and problem management performance across L1/L2/L3 tiers; validate Root Cause Analysis (RCA) and CAPA for P1/P2 incidents; review and endorse Change Request documentation (FDS/TDS), T&M consumption, and enhancement delivery against approved scope.
• Coordinate impact assessment, regression testing, and stabilization activities for ERP system mandatory quarterly cloud updates; ensure partner readiness and risk mitigation prior to patch deployment.
• Lead and/or participate in daily operational standups, weekly service reviews, the monthly Executive Steering Committee, and the quarterly Patch & Strategy Alignment forum with the partner; consolidate reporting for management visibility.
• Ensure the partner adheres to IOH IAM/MFA access standards, data confidentiality requirements, and change governance (no production change without an approved CR and roll-back plan); maintain audit evidence of access and change activities.
• Validate monthly service evidence (SLA summary, RCA/CAPA, ticket tracker, UAT sign-offs) submitted by the partner and process monthly BAST acceptance in line with IOH governance standards.

Qualification

• Bachelor's Degree (S1) in Information Systems, Information Technology, Computer Science, Accounting, or a related field.
• Minimum 5 years of experience in ERP/IT operations, including at least 2 years in ERP system (Oracle Fusion ERP & EPM) implementation, support, or vendor/managed services governance within a large enterprise environment. Experience overseeing L1/L2/L3 Application Managed Services and SLA-based vendor management is preferred.
• Working knowledge of Oracle Fusion ERP/EPM modules (GL, AP, AR, FA, PPM, Procurement, Tax, FCCS/TRCS/EDMCS), OCI infrastructure, and OIC integration concepts; understanding of ITSM/ITIL incident, problem, and change management processes; SLA and vendor performance management; strong analytical, reporting, and stakeholder communication skills; proficient in MS Office and reporting tools; good command of English (written and verbal).