L2 Support Lead

Prudential Group; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading insurance firm in Kuala Lumpur is seeking a highly skilled Support Specialist for Oracle ERP. This role involves troubleshooting incidents, assisting end-users, and developing training materials for ERP finance modules. The ideal candidate will have 3-5 years of experience supporting Oracle ERP, especially within the insurance industry, and will work closely with stakeholders to enhance system functionality. The company promotes a diverse and inclusive work environment.

Qualifications

• 3-5 years experience supporting Oracle ERP finance modules, preferably in insurance.
• Strong understanding of Oracle ERP and integration with other systems.
• Experience in performance tuning and capacity planning.

Responsibilities

• Troubleshoot incidents related to Oracle ERP functionality.
• Assist end-users with navigation and reporting in Oracle ERP.
• Document system changes and configurations.
• Collaborate with L1 support for issue resolution.

Skills

Support for Oracle ERP finance modules

SQL

Business intelligence tools

Oracle ERP architecture knowledge

System performance tuning

Tools

Oracle BI

Tableau

Job description

2mo ago , from Prudential Assurance Company Singapore

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

We are seeking a highly skilled and motivated individual to join our team as a Support Specialist for our Oracle ERP solution, specifically tailored for the finance function in the insurance industry. This role is critical in ensuring the smooth operation and optimization of our ERP system, providing expert-level support to end users, and collaborating with various stakeholders to enhance system functionality and resolve issues promptly.

Key Responsibilities

• Troubleshoot and resolve incidents related to Oracle ERP functionality, user access, system performance, and data integrity.
• Troubleshoot Oracle Fusion Reports and Integrations such as BIP, XML, OTBI, SmartView and FRS; OCI, and ATP Database (OracleSQL)
• Collaborate with L1 support teams to ensure timely escalation and resolution of complex issues.
• Perform root cause analysis of recurring issues and recommend long‑term solutions to prevent future occurrences.

• Assist end‑users with navigation, data entry, and reporting within the Oracle ERP finance modules.
• Develop and deliver training materials and sessions to enhance user proficiency and understanding of the ERP system.
• Mentor and train L1 support staff on advanced troubleshooting techniques and best practices for Oracle ERP support.
• Stay current with Oracle ERP technologies, updates, and industry best practices to continuously improve support services and drive innovation.

• Assist in the configuration and testing of new features, patches, and upgrades to the Oracle ERP system.
• Participate in system integration projects and collaborate with IT and business teams to implement enhancements.
• Document system changes, configurations, and procedures to maintain accurate records and support knowledge transfer.

• Ensure compliance with industry regulations and internal policies related to financial data management and reporting.
• Generate and review financial reports to identify discrepancies, trends, and opportunities for improvement.
• Collaborate with auditors and compliance officers to provide necessary documentation and support during audits.

Requirements

• Minimum of 3‑5 years of experience in supporting Oracle ERP finance modules, preferably within the insurance industry.
• Experience with SQL, and other database management tools.
• Familiarity with business intelligence and reporting tools (e.g., Oracle BI, Tableau).
• Strong understanding of Oracle ERP architecture, configuration, and integration with other systems.
• Experience with Oracle ERP performance tuning, system optimization, and capacity planning.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part‑time / fixed‑term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third‑party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.