Oracle Simphony Production Support Lead

SkillNet Inc; Fremont, Northern (CA, KY); Hybrid; USD 140,000 - 170,000; Full time

Job summary

SkillNet 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. The role requires 7+ years in production support with Oracle Simphony experience, strong SQL skills, and ITIL-based change management.

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 (or MICROS Simphony) experience.
• Strong working knowledge of Simphony architecture, including EMC configuration, Simphony database, workstations/KDS, and enterprise back office reporting.
• Experience leading or mentoring a support team, with demonstrated 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, with the 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 as needed given the retail/hospitality environment.

Responsibilities

• Lead day-to-day production support operations for Oracle Simphony POS, ensuring high system availability across all locations and business units.
• Own incident management from triage through root cause analysis and resolution, meeting defined SLAs for critical and high-priority issues.
• Manage and mentor a team of production support analysts, coordinating on-call rotations and escalation procedures for 24/7 coverage.
• Serve as the primary liaison with Oracle Support (SRs, patches, and escalations) and coordinate with Oracle on critical outages.
• Drive problem management to identify recurring issues and implement permanent fixes, reducing repeat incidents.
• Coordinate patch management, version upgrades, and configuration changes across Simphony environments (EMC, workstations, KDS, enterprise back office).
• Partner with infrastructure, network, and DBA teams to troubleshoot environment, connectivity, and database-related issues impacting POS operations.
• Maintain and improve monitoring, alerting, and reporting to proactively identify issues before they impact business operations.
• Document support procedures, runbooks, and knowledge base articles to improve team efficiency and reduce mean time to resolution.
• Manage change control processes for production changes, ensuring proper testing and approval before deployment.
• Communicate status updates, incident summaries, and post-mortems to stakeholders and leadership.
• Support integration points between Simphony and third-party/enterprise systems (payment processing, loyalty, inventory, reporting/BI, labor management).

Skills

Team leadership

Incident management

SQL troubleshooting

ITIL practices

Communication skills

On-call rotations

Education

Bachelor's degree in Computer Science or related field

Tools

Oracle Simphony

EMC configuration

Oracle Support tooling

Job description

Title: Oracle Simphony Production Support Lead

Type: Full time/Contract

Location: Bay Area, CA

Job Summary

• Own and drive stability, performance, and continuous improvement of the Oracle Simphony POS environment.
• Lead a team of support analysts, manage incident and problem resolution, and serve as the primary escalation point for Simphony-related production issues across restaurant/retail operations.

Key Responsibilities

• Lead day-to-day production support operations for Oracle Simphony POS, ensuring high system availability across all locations and business units.
• Own incident management from triage through root cause analysis and resolution, meeting defined SLAs for critical and high-priority issues.
• Manage and mentor a team of production support analysts, coordinating on-call rotations and escalation procedures for 24/7 coverage.
• Serve as the primary liaison with Oracle Support (SRs, patches, and escalations) and coordinate with Oracle on critical outages.
• Drive problem management to identify recurring issues and implement permanent fixes, reducing repeat incidents.
• Coordinate patch management, version upgrades, and configuration changes across Simphony environments (EMC, workstations, KDS, enterprise back office).
• Partner with infrastructure, network, and DBA teams to troubleshoot environment, connectivity, and database-related issues impacting POS operations.
• Maintain and improve monitoring, alerting, and reporting to proactively identify issues before they impact business operations.
• Document support procedures, runbooks, and knowledge base articles to improve team efficiency and reduce mean time to resolution.
• Manage change control processes for production changes, ensuring proper testing and approval before deployment.
• Communicate status updates, incident summaries, and post-mortems to stakeholders and leadership.
• Support integration points between Simphony and third-party/enterprise systems (payment processing, loyalty, inventory, reporting/BI, labor management).

Required 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 (or MICROS Simphony) experience.
• Strong working knowledge of Simphony architecture, including EMC configuration, Simphony database, workstations/KDS, and enterprise back office reporting.
• Experience leading or mentoring a support team, with demonstrated 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, with the 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 as needed given the retail/hospitality environment.

Preferred Qualifications

• Experience with additional Oracle Retail or Oracle Hospitality products (Oracle Retail Xstore, Oracle Hospitality Reporting and Analytics, Oracle Payment Interface).
• Experience integrating Simphony with third-party POS, payment gateways, or loyalty platforms.
• ITIL certification.
• Prior experience in restaurant, hospitality, or multi-site retail environments.
• Familiarity with cloud/hybrid Simphony deployments and Oracle Cloud infrastructure.