Senior Support Engineer - Oracle

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, and credit/debit processes.
• Good technical understanding of SQL, interfaces and integrations, workflow troubleshooting, Oracle Concurrent Programs, XML/BI Publisher reports, debugging, and log analysis.
• Exposure to Oracle Fusion Cloud, including SCM Cloud, Inventory Cloud (IC), and Oracle Integration Cloud (OIC).
• Experience with ServiceNow, including Incident, Problem, Change, and 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 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

• Use 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.