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 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: 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.