Senior Support Engineer - Oracle

508 MICHELIN INDIA PRIVATE LTD - 508; Pune District; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Michelin in India (Pune) seeks a Senior Support Engineer for Oracle with 6-10 years of Order-to-Cash experience. The role covers incident, problem, change, and knowledge management in a global production-support setup.

You will mentor engineers, drive RCA, and ensure SLA adherence while coordinating with cross-functional teams; shift timing is 3:30pm IST – 12:30AM IST.

Qualifications

• 6-10 years of experience in Oracle Applications in an Order-to-Cash environment.
• Functional knowledge of OM, AR, Invoicing, Pricing, Shipping, Fulfillment, and Credit/Debit processes.
• Strong technical understanding: SQL interfaces, workflow troubleshooting, XML/BI Publisher, logs.
• Exposure to Fusion Cloud SCM/IC, Inventory Cloud, and OIC.
• Experience with ServiceNow incidents, problems, changes, and knowledge management.
• Experience in global production/support environments and excellent stakeholder communication.

Responsibilities

• Lead incident management from identification through resolution and closure.
• Handle complex service requests with ownership and timely communication.
• Drive RCA, coordinate defect resolution with L3, development, and deployment teams.
• Utilize monitoring and observability to pre-empt issues and improve metrics.
• Review production changes and support go-lives, hypercare, and post-production activities.
• Identify optimization opportunities and drive automation and process improvements.
• Create and maintain knowledge articles and troubleshooting guides.
• Communicate status clearly to users, stakeholders, and leadership.
• Ensure SLA compliance and maintain high service quality.

Skills

Order Management

Accounts Receivable

Invoicing & Pricing

Shipping & Fulfillment

Credit/Debit Processes

SQL & Interfaces

Workflow Troubleshooting

XML/BI Publisher

Oracle Fusion Cloud

Oracle Integration Cloud (OIC)

ServiceNow

Global/Production Support

Stakeholder Management

Coaching & Mentoring

Tools

ServiceNow

Oracle Fusion Cloud

OIC

BI Publisher

Job description

Senior Support Engineer - Oracle - Shift timings - 3:30pm IST – 12:30AM IST

Experience & Skills Required

• 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

• 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.

Michelin, the leading tire company, is dedicated to sustainably improving the mobility of goods and people by manufacturing and marketing tires and services for every type of vehicle, including airplanes, automobiles, bicycles/motorcycles, earthmovers, farm equipment and trucks. It also offers digital mobility support services and publishes travel guides, hotel and restaurant guides, maps and road atlases. Headquartered in Clermont-Ferrand, France, Michelin is present in more than 170 countries, has 111,200 employees and operates 67 production plants in 17 different countries. Michelin has a Technology Center in charge of research and development, with operations in Europe, North America and Asia. In short, whether you look at our mission, our products or our people, Michelin is a company that truly helps you to move forward... Visit our website to discover more about us www.michelin.com