Experience & Skills Required
• 6-10 years of experience supporting Oracle Applications in an Order-to-Cash environment.
• Solid 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 co
📌 Senior Support Engineer (Pune)
🏢 Michelin
📍 Pune
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