Lead Oracle Simphony Production Support — 24/7 Ops

SkillNet Solutions Inc; Fremont (CA); On-site; USD 170,000 - 210,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Job summary

SkillNet Solutions Inc is seeking an Oracle Simphony Production Support Lead to own stability, performance, and continuous improvement of the Simphony POS environment across locations. You will lead a team of support analysts, manage incidents, and serve as the primary escalation point for production issues.

This role requires 7+ years in production support with Oracle Simphony, strong SQL skills, ITIL experience, and the ability to coordinate with Oracle Support, infrastructure, and DBA teams.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field, or equivalent work experience.
• 7+ years of experience in production support or application support roles, with significant hands-on Oracle Simphony experience.
• Strong working knowledge of Simphony architecture, including EMC configuration and enterprise back office reporting.
• Experience leading or mentoring a support team, with ownership of incident and problem management processes.
• Solid understanding of SQL and ability to troubleshoot database-related issues.
• Experience with ITIL-based incident, problem, and change management practices.
• Strong communication skills and ability to manage stakeholder expectations during high-pressure incidents.
• Ability to work flexible hours and participate in on-call rotation, including nights, weekends, and holidays.

Responsibilities

• Lead day-to-day production support operations for Oracle Simphony POS, ensuring high system availability across locations.
• Own incident management from triage through root cause analysis and resolution, meeting SLAs for critical issues.
• Manage and mentor a team of production support analysts, coordinating on-call rotations for 24/7 coverage.
• Serve as the primary liaison with Oracle Support and coordinate on critical outages and patches.
• Drive problem management to identify recurring issues and implement permanent fixes.
• Coordinate patch management, version upgrades, and configuration changes across Simphony environments.
• Collaborate with infrastructure, network, and DBA teams to troubleshoot environment issues.
• Maintain and improve monitoring, alerting, and reporting to preempt issues.
• Document procedures and runbooks to improve efficiency and reduce MTTR.
• Manage change control processes for production changes with testing and approvals.
• Communicate status updates and post-mortems to stakeholders and leadership.
• Support integrations between Simphony and third-party/enterprise systems.

Skills

Team Leadership

Incident Management

Oracle Simphony

SQL

ITIL

Communication

Education

Bachelor's degree in Computer Science or related field

Tools

EMC configuration

KDS

Oracle Retail/Oracle Hospitality integration

Job description

SkillNet Solutions Inc is seeking an Oracle Simphony Production Support Lead to own stability, performance, and continuous improvement of the Simphony POS environment across locations. You will lead a team of support analysts, manage incidents, and serve as the primary escalation point for production issues.

This role requires 7+ years in production support with Oracle Simphony, strong SQL skills, ITIL experience, and the ability to coordinate with Oracle Support, infrastructure, and DBA teams.