Hiring: Cloud Solutions Support Lead Company: TTX Company Location: Charlotte, NC Job Posted Time: 2026-09-10 10:59:19 Employment Type: Hybrid Target Skills & Keywords : Change Management, Embedded Systems, Integration Testing, Jira, LLM, Oracle Cloud, RAG, REST, Root Cause Analysis, SOAP, SQL, SaaS, ServiceNow About the job Experience: •10+ years of enterprise support or operations experience in a techno-functional capacity, with at least 5+ years supporting Oracle Fusion SaaS (Oracle Cloud ERP, HCM, SCM, or EPM) connected to third-party platforms and on-premises systems. Required Skills: •Backlog & Ticket Queue Management •Own and manage the support team's daily ticket backlog - triaging incoming requests, setting priority, assigning to support staff, and ensuring the queue reflects current business impact and urgency. •Partner directly with end users to understand reported issues, gather business context, provide status updates, and drive timely resolution while ensuring a positive support experience. •Conduct periodic queue reviews with the support team; remove blockers, rebalance workloads, and escalate aged or stalled tickets before SLA breach. •Manage intake of new support requests and enhancement asks; assess scope, classify appropriately (incident, service request, problem, or change), and route to the correct team or process. •Produce regular backlog health reports and ticket trend analyses for management, highlighting recurring issue patterns, capacity pressures, and SLA performance. •Incident Management & Escalation •Lead triage of inbound issues - assessing severity, assigning priority levels, engaging the appropriate members of the support teams (internal and managed support partners), and communicating status to affected stakeholders in a timely manner. Qualifications: •Demonstrated experience evaluating and leveraging Oracle AI capabilities within Oracle Fusion Cloud, including embedded AI agents, AI-assisted transactions, and AI-driven features across HCM, ERP, EPM, and SCM, while assessing integration, workflow, security, and operational impact. •Demonstrated working knowledge of ITIL incident, problems, and change management processes. •Oracle Fusion Cloud certifications or relevant cloud certifications. •Hands-on experience building or configuring AI agents - using platforms such as Oracle AI Agent Studio, Microsoft Copilot Studio, or similar - including defining agent tasks, tool integrations, and escalation paths. •Bachelor's degree in Computer Science, Information Systems, or a related field Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!