Job SummaryWe are hiring a Business Application Operation & Support Lead responsible for the daily operational support, administration, and stability of enterprise applications, primarily Odoo ERP, POS systems, and related integrations. This hands-on role manages application support activities, troubleshooting, system monitoring, UAT participation, and issue resolution to ensure smooth business operations.The role also supervises and guides 1–2 Odoo Support Specialists, ensuring high-quality support delivery, task coordination, and continuous improvement across the application support function.Key ResponsibilitiesA. Level 2 Functional Support & OperationsPersonally handle and resolve Level 2 functional issues across Odoo ERP modules (Finance, HR, Procurement, Inventory, Sales, and others).Triage and work through escalated issues from Service Desk (L1), including cross-module workflow and functional logic challenges.Perform hands-on POS functional support — including promotions synchronization, transaction flow validation, and POS–ERP integration checks.Escalate L3-level issues (systemic defects, integration faults, architecture problems) to the ERP Team or external vendors with clear documentation of findings.B. UAT Participation & Release Readiness Execute UAT test scenarios for Odoo and business application releases, working directly alongside business users. Document functional findings, track issue status, and ensure all items are resolved before rollout. Provide technical input to the Senior Manager IT for release readiness decisions. Monitor post-release stability and report any functional issues promptly.C. Integrations & Data Flow MonitoringMonitor functional data flows between ERP, POS, eCommerce, HR systems, and other integrated platforms on a regular basis. Investigate and document mapping and synchronization issues, coordinating resolution with the ERP Team or external vendors. Perform periodic data validation checks to identify and report inconsistencies. Escalate integration risks and recurring data issues to the Senior Manager IT.D. Business Applications Administration Carry out Odoo day-to-day administration — user creation and management, role and permissions assignment, module-level configurations, and scheduled job monitoring.Maintain configuration hygiene in line with business rules and ensure system settings remain accurate and up to date.Administer additional business applications as assigned, ensuring they operate reliably.Identify configuration gaps or issues and escalate to the Senior Manager IT with clear documentation.E. License Management Track software license utilization, renewal dates, and consumption levels across managed applications. Maintain an accurate and up-to-date license inventory. Notify the Senior Manager IT of upcoming renewals or capacity concerns in a timely manner.F. Application Performance — Coordination with DevOpsCoordinate with DevOps to monitor application performance indicators such as uptime, latency, and responsiveness. Assess and document the functional impact of performance issues and communicate findings clearly to the technical team.Support performance improvement activities by providing functional context and participating in validation efforts.G. Requirements Coordination & Business LiaisonThe Lead supports requirements gathering by coordinating directly with business departments, collecting operational inputs, and organizing information in a clear and structured format for handoff to Functional Consultants. The role facilitates communication between business users and the IT function, ensuring that initial needs are well-documented and consistently captured. Functional analysis, solution definition, and formal requirement validation remain the responsibility of the Functional Consultants.H. Additional Business ApplicationsSupport and administer additional business applications as directed by the IT Senior Manager.Ensure assigned applications are functional, up to date, and aligned with operational needs.I. Governance, Documentation & ComplianceFollow ITIL-based operational processes (Incident, Change, Problem, Release) in day-to-day work.Maintain complete and current documentation — SOPs, troubleshooting guides, configuration logs, and user-facing materials.Support audit preparation and internal control activities as directed by the Senior Manager IT.J. Team Supervision & DevelopmentDirectly supervise 1–2 Odoo Support Specialists — assigning daily tasks, setting priorities, and ensuring workload is distributed effectively.Review and validate the work output of direct reports, providing guidance and feedback to maintain support quality standards.Support the professional development of team members through on-the-job coaching, knowledge sharing, and identification of training needs.Monitor team performance against SLAs and escalate staffing or capacity concerns to the Senior Manager IT as needed.K. Tasks Assigned by Senior Manager ITExecute operational tasks, follow-ups, and ad hoc assignments directed by the Senior Manager IT.Provide regular status updates, functional reports, and issue summaries as required.Qualifications Bachelor's degree in Information Systems, Computer Science, Business Administration, or a related field.5–8 years of experience in ERP and business applications functional support, with a strong hands-on track record.Solid functional knowledge of Odoo ERP modules (Finance, HR, Procurement, Inventory, Sales).Experience supporting retail and POS systems, including integration troubleshooting.Comfortable working directly on systems — configuration, administration, and user support.Familiarity with ITIL/ITSM frameworks in an operational support context.SkillsTechnical SkillsSolid functional knowledge of Odoo ERP modules (Finance, HR, Procurement, Inventory, Sales, and others).Good understanding of POS systems, retail workflows, and ERP–POS integration mechanics.Hands-on experience with functional data-flow monitoring and integration troubleshooting.Proficiency in Odoo administration — user management, permissions, module configuration, and scheduled jobs.Familiarity with API-based integrations and data exchange concepts.Working knowledge of ITIL/ITSM processes (Incident, Change, Problem, Release Management).Analytical & Problem-Solving SkillsAbility to independently diagnose and resolve cross-module functional issues.Methodical approach to root-cause analysis and troubleshooting.Comfortable executing structured UAT scenarios and documenting outcomes accurately.Able to translate business inputs into clear, organized operational documentation.Communication & Collaboration Skills Clear and professional communication with business users, vendors, and IT colleagues. Strong documentation skills — SOPs, troubleshooting guides, configuration records, and support logs. Able to coordinate effectively with Functional Consultants, DevOps, L1 teams, and external vendors.Organizational Skills Good time management and ability to prioritize across multiple concurrent tasks and applications. Detail-oriented with discipline in maintaining system configurations and documentation. Able to manage workload independently and flag capacity or priority conflicts proactively.Team Leadership & Supervision Experience in directly supervising junior team members — assigning tasks, reviewing output, and maintaining quality standards. Ability to coach and develop support staff through hands-on guidance and knowledge transfer.Comfortable balancing personal hands-on delivery with team oversight responsibilities simultaneously.Clear in delegating tasks and following up on deliverables without micromanaging.Soft SkillsHands-on, get-it-done mindset — comfortable rolling up sleeves and working directly on operational tasks.Reliable and accountable — follows through on assignments without requiring repeated follow-up.Calm under pressure, especially during incidents or time-sensitive releases.Service-oriented with a genuine focus on business user experience.