Job Summary:
The L3 Support Specialist for Oracle ASAP is responsible for delivering advanced technical support, troubleshooting, and operational guidance to ensure the optimal performance and reliability of Oracle ASAP in a telecom OSS environment. The role focuses on resolving critical incidents, implementing solutions for recurring problems, and executing preventive maintenance activities.
Key Responsibilities:
Incident Management
- Provide expert-level support for Oracle ASAP by addressing Severity 1 & 2 incidents and ensuring minimal downtime.
- Assist in reproducing issues, gathering logs, and providing workarounds for critical incidents.
- Collaborate with L2 teams to resolve incidents and escalate unresolved issues to Oracle Support via Service Requests (SR).
- Facilitate quick resolution by supporting war room setups during system outages or major incidents.
Problem Management
- Conduct root cause analysis (RCA) for critical incidents and recurring issues, implementing long-term solutions.
- Collaborate with Oracle Product Development teams to address product defects and secure necessary patches.
- Deliver regular progress updates for SRs according to severity-based reporting intervals.
Operational Management
- Analyze and provide quarterly Critical Patch Updates (CPUs) with actionable recommendations for Oracle ASAP.
- Support tuning of Oracle Database and WebLogic Server configurations specific to Oracle ASAP.
- Guide L2 teams in performing advanced housekeeping tasks to maintain system health.
Performance and Configuration Management
- Perform periodic reviews of Oracle ASAP configurations and workflows to identify and address bottlenecks.
- Analyze database performance reports and optimize queries related to ASAP processes.
- Provide actionable recommendations for SQL Plan Management (SPM) and configuration adjustments to improve performance.
Change Management
- Conduct impact analysis for complex changes affecting Oracle ASAP.
- Provide standby and onsite support for critical deployment activities (with prior notice).
- Recommend best practices and guidelines for executing changes with minimal risk.
Preventive Maintenance
- Monitor and ensure the adherence to performance targets such as API response times, transaction processing success rates, and system reliability.
- Conduct trend analysis to predict capacity needs and recommend infrastructure upgrades.
- Collaborate with L2 and development teams to maintain compliance with audits and vulnerability assessments.
Required Skills & Qualifications:
Technical Expertise
- Extensive knowledge of Oracle ASAP architecture, workflows, and provisioning processes.
- Strong skills in Oracle Database tuning, SQL query optimization, and WebLogic Server configurations.
- Proficiency in debugging ASAP services, API monitoring, and integration troubleshooting.
- Familiarity with telecom provisioning workflows and OSS/BSS systems.
Problem-Solving Skills
- Proven ability to perform RCA and resolve high-severity incidents effectively.
- Experience in implementing innovative and robust solutions for recurring technical challenges.
Collaboration & Communication
- Strong verbal and written communication skills to coordinate with multiple teams and stakeholders.
- Ability to interact with Oracle Support and escalate issues effectively for prompt resolution.
Tools & Processes
- Experience with ITSM tools for incident, problem, and change management.
- Knowledge of monitoring tools and reporting dashboards for Oracle ASAP.
Preferred Qualifications:
- Certifications in Oracle ASAP or related Oracle products.
- ITIL Foundation Certification for structured incident and change management.
- Experience in telecom domain, specifically in provisioning and service activation.
