Senior Support Engineer - Oracle

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Senior Support Engineer - Oracle

Shift timings - 3:30pm IST – 12:30AM IST

Experience & Skills Required

6-10 years of experience supporting Oracle Applications in an Order-to-Cash environment.Strong functional knowledge of: Oracle Order Management (OM) Oracle Accounts Receivable (AR) Customer Invoicing Pricing, Shipping, Order Fulfillment Credit/Debit ProcessesGood technical understanding of: SQL Interfaces and Integrations Workflow troubleshooting Oracle Concurrent Programs XML/BI Publisher reports Debugging and log analysisExposure to Oracle Fusion Cloud: SCM Cloud Inventory Cloud (IC) Oracle Integration Cloud (OIC)Experience with ServiceNow (Incident, Problem, Change, Knowledge Management).Experience working in global support and production support environments.Strong stakeholder management and communication skills.Ability to coach, mentor and lead support engineers.

Key Expected Achievements

Incident Management

Manage incidents from identification through resolution and closure.Perform advanced functional and technical troubleshooting.Drive resolution of critical and high-visibility incidents.Act as a focal point during major incidents and crisis situations.Ensure SLA compliance and minimize business impact.

Service Request Management

Handle complex Service Requests with accuracy and ownership.Deliver timely resolutions and maintain effective communication with users and stakeholders.Improve user satisfaction through responsive support.

Problem Management

Lead Root Cause Analysis (RCA) activities.Identify recurring issues and drive permanent fixes.Coordinate with L3, development, and project teams for defect resolution and patch deployment.Reduce repeat incidents through proactive actions.

Monitoring & Observability

Leverage monitoring tools, dashboards, and alerts to identify potential issues proactively.Define monitoring requirements and collaborate with build teams to improve observability.Drive automation and self-healing initiatives wherever possible.

Change & Release Management

Review and validate production changes and releases.Assess business impact and support deployment activities.Ensure smooth transition from build to run.Participate in go-live, hypercare, and post-production support activities.

Continuous Improvement

Identify opportunities for process optimization and automation.Drive operational excellence through proactive improvements.Anticipate risks and implement preventive actions.Contribute to reduction of manual effort and support workload.

Knowledge Management

Create and maintain knowledge articles, troubleshooting guides, and support documentation.Facilitate knowledge transfers and training sessions.Promote cross-functional learning and knowledge sharing across teams.

Communication & Stakeholder Management

Provide clear, timely, and professional communication to users, business stakeholders, and leadership.Ensure accurate status updates during incidents, service requests, problems, and changes.Build trusted relationships with business and project teams.

Service Level Management

Monitor service performance using operational metrics and dashboards.Drive continuous improvement against SLA, KPI, and quality targets.Ensure high service quality and operational stability.

Operability & Support Readiness

Contribute to successful transition of projects from deployment to support.Define support requirements, monitoring needs, support documentation, and operational processes.Partner with project and development teams to improve supportability of solutions.

Team Leadership & Mentoring

Mentor Support Engineers and junior analysts.Provide coaching on Oracle O2C processes, troubleshooting techniques, and best practices.Lead by example through ownership, accountability, and continuous learning.Support team development and contribute to building a high-performing support organization.