Senior Support Engineer - Oracle

Overview

Senior Support Engineer for Oracle Applications in an Order-to-Cash environment, supporting production systems on a shift from 3:30pm to 12:30am IST.

What you'll do

• 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.
• Handle complex Service Requests with accuracy and ownership.
• 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.
• 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.
• Review and validate production changes and releases.
• Participate in go-live, hypercare, and post-production support activities.
• Identify process optimization and automation opportunities.
• Create and maintain knowledge articles, troubleshooting guides, and support documentation.
• Facilitate knowledge transfers and training sessions.
• Provide clear, timely, and professional communication to users, business stakeholders, and leadership.
• Monitor service performance using operational metrics and dashboards.
• Contribute to successful transition of projects from deployment to support.
• Mentor Support Engineers and junior analysts on Oracle O2C processes, troubleshooting techniques, and best practices.

What you'll need

• 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, and debugging and log analysis.
• Exposure to Oracle Fusion Cloud: SCM Cloud, Inventory Cloud (IC), and 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.

Details

• Shift timings: 3:30pm IST – 12:30AM IST.