Senior Support Engineer – Oracle

Michelin

. Manage incidents from identification through resolution and closure .

Posted 10/14/2026full-timePune • IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in managing incidents and driving resolution in Oracle Applications within an Order-to-Cash environment, with a strong focus on automation, process optimization, and stakeholder communication.

Highest-signal resume keywords

Oracle Order Management (OM)Oracle Accounts Receivable (AR)SQLServiceNowOracle Fusion Cloud

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementTechnical TroubleshootingRoot Cause AnalysisProcess AutomationMonitoring ToolsDefect ResolutionProduction SupportWorkflow TroubleshootingXML/BI Publisher ReportsLog Analysis

Soft Skills

Stakeholder ManagementCommunicationCoachingMentoringTeam Development

Tools & Technologies

ServiceNowOracle Fusion CloudOracle Integration Cloud (OIC)SCM CloudInventory Cloud (IC)

Industry Keywords

Order-to-CashCustomer InvoicingPricingShippingOrder FulfillmentCredit/Debit Processes

Tech Stack

Tools & technologies

CloudOracleServiceNowSQL

About the role

Key responsibilities & impact

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 activities 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 improve observability
Drive automation and self-healing initiatives
Review and validate production changes and releases
Support deployment, go-live, hypercare, and post-production activities
Identify opportunities for process optimization and automation
Create and maintain knowledge articles, troubleshooting guides, and support documentation
Facilitate knowledge transfers and training sessions
Provide timely communication and status updates to users, stakeholders, and leadership
Monitor service performance using operational metrics and dashboards
Contribute to project transition, support readiness, monitoring requirements, and operational processes
Mentor Support Engineers and junior analysts
Coach team members on Oracle O2C processes, troubleshooting techniques, and best practices
Support team development and build a high-performing support organization

Requirements

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, 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