Senior Support Engineer - Oracle

Role overview

Senior Support Engineer - Oracle at Michelin India (P) Ltd.

Responsibilities

• Manage incidents from identification through resolution and closure.
• Drive resolution of critical and high-visibility incidents.
• Deliver timely resolutions and maintain effective communication with users and stakeholders.
• Lead Root Cause Analysis (RCA) activities.
• Coordinate with L3, development, and project teams for defect resolution and patch deployment.
• Drive automation and self-healing initiatives wherever possible.
• Review and validate production changes and releases.
• Ensure smooth transition from build to run.
• Drive operational excellence through proactive improvements.
• Create and maintain knowledge articles, troubleshooting guides, and support documentation.
• 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.
• Monitor service performance using operational metrics and dashboards.
• Drive continuous improvement against SLA, KPI, and quality targets.
• Ensure high service quality and operational stability.
• Contribute to successful transition of projects from deployment to support.
• 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.

Required qualifications

• Senior Support Engineer - Oracle Shift timings - 3:30pm IST – 12:30AM IST Experience & Skills Required

Employment details

• Location: Pune [India]

Additional role details

• Senior Support Engineer - Oracle
• - - - - - - - - - - -
• 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
• Perform advanced functional and technical troubleshooting.
• 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.
• Improve user satisfaction through responsive support.
• Problem Management
• Identify recurring issues and drive permanent fixes.
• 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.
• Change & Release Management
• Assess business impact and support deployment activities.
• Participate in go-live, hypercare, and post-production support activities.
• Continuous Improvement
• Identify opportunities for process optimization and automation.
• Anticipate risks and implement preventive actions.
• Contribute to reduction of manual effort and support workload.
• Knowledge Management
• Facilitate knowledge transfers and training sessions.
• Promote cross-functional learning and knowledge sharing across teams.
• Communication & Stakeholder Management
• Service Level Management
• Operability & Support Readiness
• 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.