Senior Level Support Lead Jobs
Senior level support lead jobs put experienced professionals in charge of support strategy, team performance, and the operational outcomes that keep customers and systems running. Openings are concentrated in Technology & Software, Banking & Financial Services, and Investment & Asset Management, with a mix of on-site, remote, and hybrid settings, and employers like Citi, JPMorganChase, and The Depository Trust & Clearing Corporation (DTCC) hiring at this level now.
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Title: MFCS Production Support Lead
Job Type: Full time or Contracting
Location: Bay Area, CA
Job Summary
Own and drive stability, performance, and continuous improvement of the Oracle Retail Merchandising Financial Control System (MFCS) production environment.
Lead a team of support analysts, manage incident and problem resolution, and serve as the primary escalation point for MFCS-related production issues across finance and merchandising operations.
Key Responsibilities
Lead day-to-day production support operations for Oracle Retail MFCS, RDS, ensuring high system availability and data integrity across stock ledger, retail accounting, and financial reporting processes.
Own incident management from triage through root cause analysis and resolution, meeting defined SLAs for critical and high-priority issues.
Manage and mentor a team of production support analysts, coordinating on-call rotations and escalation procedures for 24/7 coverage.
Serve as the primary liaison with Oracle Support (SRs, patches, and escalations) and coordinate with Oracle on critical outages.
Drive problem management to identify recurring issues and implement permanent fixes, reducing repeat incidents.
Coordinate patch management, version upgrades, and configuration changes across MFCS, RDS and integrated MOM Suite components (RMS, RPM, ReIM, RDW).
Monitor and troubleshoot nightly batch cycles, interfaces, and data integrations between MFCS and upstream/downstream systems (general ledger, POS, warehouse, ERP).
Partner with finance, merchandising, infrastructure, and DBA teams to resolve reconciliation discrepancies, data integrity issues, and performance bottlenecks.
Maintain and improve monitoring, alerting, and reporting to proactively identify batch failures or data issues before they impact period-end close.
Document support procedures, runbooks, and knowledge base articles to improve team efficiency and reduce mean time to resolution.
Manage change control processes for production changes, ensuring proper testing and approval before deployment.
Support period-end and year-end close activities, ensuring timely and accurate financial data processing within MFCS.
* Communicate status updates, incident summaries, and post-mortems to stakeholders and leadership.
Required Qualifications
Bachelor's degree in Computer Science, Information Systems, Finance, or related field, or equivalent work experience.
7+ years of experience in production support or application support roles, with significant hands-on Oracle Retail MFCS experience.
Strong working knowledge of MFCS architecture, including stock ledger processing, retail/cost accounting, batch scheduling, and financial interfaces.
Familiarity with the broader Oracle Retail MOM Suite (RMS, RPM, ReIM, RDW, SIM) and how MFCS integrates with these modules. Experience working with IDCS, RDS services.
Experience leading or mentoring a support team, with demonstrated ownership of incident and problem management processes.
Solid understanding of SQL and ability to troubleshoot database and batch-related issues.
Experience with ITIL-based incident, problem, and change management practices.
Strong communication skills, with the ability to manage stakeholder expectations during high-pressure incidents, especially around financial close windows.
* Ability to work flexible hours and participate in on-call rotation, including nights, weekends, and holidays as needed to support batch cycles and close periods.
Preferred Qualifications
Experience with additional Oracle Retail products (RMS, RPM, ReIM, RDW, SIM, Oracle Retail Xstore).
Experience integrating MFCS with general ledger, ERP, or enterprise financial reporting platforms.
Background in retail finance, accounting, or merchandising operations.
ITIL certification.
* Familiarity with cloud/hybrid Oracle Retail deployments and Oracle Cloud infrastructure.
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Title: MFCS Production Support Lead
Job Type: Full time or Contracting
Location: Bay Area, CA
Job Summary
Own and drive stability, performance, and continuous improvement of the Oracle Retail Merchandising Financial Control System (MFCS) production environment.
Lead a team of support analysts, manage incident and problem resolution, and serve as the primary escalation point for MFCS-related production issues across finance and merchandising operations.
Key Responsibilities
Lead day-to-day production support operations for Oracle Retail MFCS, RDS, ensuring high system availability and data integrity across stock ledger, retail accounting, and financial reporting processes.
Own incident management from triage through root cause analysis and resolution, meeting defined SLAs for critical and high-priority issues.
Manage and mentor a team of production support analysts, coordinating on-call rotations and escalation procedures for 24/7 coverage.
Serve as the primary liaison with Oracle Support (SRs, patches, and escalations) and coordinate with Oracle on critical outages.
Drive problem management to identify recurring issues and implement permanent fixes, reducing repeat incidents.
Coordinate patch management, version upgrades, and configuration changes across MFCS, RDS and integrated MOM Suite components (RMS, RPM, ReIM, RDW).
Monitor and troubleshoot nightly batch cycles, interfaces, and data integrations between MFCS and upstream/downstream systems (general ledger, POS, warehouse, ERP).
Partner with finance, merchandising, infrastructure, and DBA teams to resolve reconciliation discrepancies, data integrity issues, and performance bottlenecks.
Maintain and improve monitoring, alerting, and reporting to proactively identify batch failures or data issues before they impact period-end close.
Document support procedures, runbooks, and knowledge base articles to improve team efficiency and reduce mean time to resolution.
Manage change control processes for production changes, ensuring proper testing and approval before deployment.
Support period-end and year-end close activities, ensuring timely and accurate financial data processing within MFCS.
* Communicate status updates, incident summaries, and post-mortems to stakeholders and leadership.
Required Qualifications
Bachelor's degree in Computer Science, Information Systems, Finance, or related field, or equivalent work experience.
7+ years of experience in production support or application support roles, with significant hands-on Oracle Retail MFCS experience.
Strong working knowledge of MFCS architecture, including stock ledger processing, retail/cost accounting, batch scheduling, and financial interfaces.
Familiarity with the broader Oracle Retail MOM Suite (RMS, RPM, ReIM, RDW, SIM) and how MFCS integrates with these modules. Experience working with IDCS, RDS services.
Experience leading or mentoring a support team, with demonstrated ownership of incident and problem management processes.
Solid understanding of SQL and ability to troubleshoot database and batch-related issues.
Experience with ITIL-based incident, problem, and change management practices.
Strong communication skills, with the ability to manage stakeholder expectations during high-pressure incidents, especially around financial close windows.
* Ability to work flexible hours and participate in on-call rotation, including nights, weekends, and holidays as needed to support batch cycles and close periods.
Preferred Qualifications
Experience with additional Oracle Retail products (RMS, RPM, ReIM, RDW, SIM, Oracle Retail Xstore).
Experience integrating MFCS with general ledger, ERP, or enterprise financial reporting platforms.
Background in retail finance, accounting, or merchandising operations.
ITIL certification.
* Familiarity with cloud/hybrid Oracle Retail deployments and Oracle Cloud infrastructure.
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Who's Hiring
Top Industries Hiring
- Technology & Software
- Banking & Financial Services
- Investment & Asset Management
- Fintech
- Aerospace & Defense
Senior Level Support Lead Jobs: Frequently Asked Questions
How do I get a senior level support lead job?
Employers hiring at the senior level want candidates who have led support teams through measurable improvement, not just managed day-to-day queues. Demonstrate ownership of escalation frameworks, SLA design, or tooling decisions. Showing that you have mentored other leads, driven cross-functional initiatives, and tied support outcomes to business metrics will give you a clear edge over candidates with similar tenure but narrower scope.
Which companies hire senior level support leads?
Companies hiring senior level support leads right now include Citi, JPMorganChase, and The Depository Trust & Clearing Corporation (DTCC), based on current listings on Migrate Mate as of September 2026. Hiring at this level covers large enterprises managing complex customer ecosystems and growth-stage technology companies building out their support infrastructure for the first time.
Are there remote senior level support lead jobs?
Yes, remote and hybrid opportunities are widely available at this level. About 32% of senior level support lead openings are remote or hybrid as of September 2026, reflecting how broadly distributed support organizations have become. Senior leads are often trusted to manage remote teams and set standards across time zones without requiring an on-site presence.
What makes a support lead role senior level?
A senior level support lead role is defined by scope and ownership rather than just experience. Senior leads set team direction, own escalation and quality standards, influence tooling and process decisions, and are accountable for measurable outcomes like CSAT, resolution time, and team development. They also mentor junior leads and coordinate with engineering, product, and operations, where a mid-level lead typically executes within a structure built by someone else.
Which industries hire the most senior level support leads?
Senior level support lead roles concentrate in Technology & Software, Banking & Financial Services, and Investment & Asset Management, based on current listings on Migrate Mate as of September 2026. These sectors tend to operate at scale with high customer or user volumes, which creates sustained demand for experienced leaders who can build resilient support functions and develop the teams underneath them.