Senior Support Engineer - Oracle
Michelin · Pune
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.