Supporto analista 2

Groupe Michelin; Pune District; On-site; INR 1,200,000 - 1,700,000; Full time

Job summary

Groupe Michelin in Pune, Maharashtra, India, is seeking a Senior Support Engineer for Oracle applications. The role covers Order-to-Cash processes and provides global production support.

You will mentor junior engineers, manage incidents, and drive improvements across monitoring, changes, and knowledge management. Shift timings are 3:30pm IST to 12:30am IST.

Candidates should have 6–10 years of Oracle experience and strong stakeholder communication skills.

Qualifications

• 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, and Order Fulfillment.
• Credit/Debit Processes.
• Good technical understanding of SQL Interfaces and Integrations.
• Workflow troubleshooting, XML/BI Publisher reports, debugging and log analysis.
• Exposure to Oracle Fusion Cloud: SCM Cloud, Inventory Cloud, and Oracle Integration Cloud (OIC).
• Experience with ServiceNow (Incident, Problem, Change, Knowledge Management).
• Experience working in global support and production support environments and strong stakeholder management.
• Ability to coach, mentor and lead support engineers.

Responsibilities

• Incident Management: Manage incidents from identification through resolution and closure.
• Service Request Management: Handle complex requests with ownership and timely resolutions.
• Problem Management: Lead root cause analysis and drive permanent fixes.
• Monitoring & Observability: Use dashboards and alerts to improve observability.
• Change & Release Management: Validate production changes and support deployments.
• Continuous Improvement: Drive process optimization and automation.
• Knowledge Management: Create articles and training materials; promote knowledge sharing.
• Communication & Stakeholder Management: Provide clear updates to users and leadership.
• Service Level Management: Monitor SLA/KPI targets and ensure operational stability.
• Operability & Support Readiness: Define support requirements and ensure smooth project-to-support transition.
• Team Leadership & Mentoring: Mentor engineers and lead by example.

Skills

Oracle Order Management

Oracle Accounts Receivable

Customer Invoicing

Pricing & Shipping

Order Fulfillment

Credit/Debit Processes

SQL Interfaces

Workflow Troubleshooting

XML/BI Publisher

Log Analysis

Oracle Fusion Cloud SCM

Inventory Cloud

Oracle Integration Cloud

ServiceNow

Global Support

Stakeholder Management

Communication

Mentoring

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.