Senior Support Engineer - Oracle

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.