About Oracle CSS:
Oracle Customer Success Services (CSS) was created tohelp ensure your ongoing success with our technology. CSS is completely integrated with Oracle's product development teams to help you maximize the value of your cloud investment.
Oracle Applications Unlimited is a program from Oracle thatprovides ongoing support, updates, and new features for its on-premise business applications like Oracle E-Business Suite, PeopleSoft, JD Edwards EnterpriseOne, Siebel CRM, and Hyperion, allowing customers to continue using their existing applications with guaranteed support and access to new functionalities without forcing major upgrades, essentially maximizing their existing Oracle investment with a long-term commitment from Oracle
Role Overview
As a member of the Oracle Support organization, your primary focus is to deliver post-sales support and solutions to Oracle's global customer base, while serving as a trusted
advocate for customer needs. You will act as a primary point of contact, managing both functional and technical inquiries related to Oracle applications, and ensuring high-quality
service delivery. This role also involves critical business process monitoring, rapid incident response, and driving customer success through proactive advisory.
Key Expectations from the Candidate
- In-depth understanding of the Oracle EBS Finance and SCM domains, including business process functionality, data flow, and impact across modules.
- Strong capability to work independently and exercise sound judgment in resolving complex functional issues.
- Proven ability to lead and deliver Upgrade, Enhancement, and Support projects in customer-facing environments.
- Capable of working in rotational shifts, including night shifts, to support global customer operations.
- Ability to perform impact analysis for patches, minimize business disruption, and manage customer communication and expectations.
- Agile in handling escalations and incident/problem management, providing quick, innovative solutions.
- Able to interpret customer requirements/user stories and translate them into feasible functional designs.
- Expected to manage the enhancement pipeline-handling scope, timelines, and cost for process improvements in live environments.
- Comfortable working across multiple time zones, managing delivery rhythm, and acting as a SPOC for critical customer escalations.
Responsibilities - Oracle EBS Finance / SCM Functional Support
- Actively monitor critical business processes and programs-detect and resolve failures, delays, or anomalies in core financial and supply chain flows.
- Engage in business priority conversations and collaborate with customer teams to propose quick configuration tweaks or adjustments to live programs.
- Own and resolve functional support issues related to Oracle EBS Finance and SCM modules (e.g., Payables, Receivables, General Ledger, Fixed Assets, Inventory, Purchasing, Order Management).
- Conduct root cause analysis, provide workarounds, and drive permanent fixes for recurring or critical issues.
- Participate in testing, UAT cycles, and end-user training to ensure solution acceptance and system adoption.
- Manage the enhancement lifecycle-including scoping, prioritization, solution design, deployment, and communication.
- Provide regular status updates, escalate risks, and coordinate across internal Oracle teams as well as client stakeholders.
- Lead or support Customer Requirement Workshops, if required, and provide advisory on Oracle best practices.
- Understand and use Oracle Implementation methodologies such as AIM or OUM.
Desired Qualifications and Skills
- 2-5 years of Oracle EBS experience with at least 2 years in a customer-facing functional support role, preferably in Finance and SCM domains.
- Functional expertise in at least two full-cycle implementation, upgrade, or rollout projects.
- Ability to write clear functional documents and perform end-to-end enhancement delivery.
- Good understanding of CRM and SCM-related data structures and tables.
- Familiarity with SQL, PL/SQL, Alerts, ADI, and Oracle reporting tools.
- Undergraduate degree a certification in Project Management or EBS Modules (Finance/SCM) is a plus.
- Knowledge or experience with Microsoft Project or other project management tools is advantageous.
- Strong customer relationship skills with the ability to manage priorities, communicate effectively, and build trust.
Soft Skills and Work Traits
- Strong communication and presentation skills able to lead customer conversations confidently.
- Highly analytical with the ability to diagnose issues and recommend practical solutions.
- Strong team collaboration and cross-functional coordination abilities.
- Adaptable, with a mindset to thrive in a dynamic, customer-driven environment.
- Committed to excellence in customer service and continuous improvement.
Career Level - IC2
Job Responsibilities
As a member of the Oracle Support organization, your primary focus is to deliver post-sales support and solutions to Oracle's global customer base, while serving as a trusted
advocate for customer needs. You will act as a primary point of contact, managing both functional and technical inquiries related to Oracle applications, and ensuring high-quality
service delivery. This role also involves critical business process monitoring, rapid incident response, and driving customer success through proactive advisory.
- Open to work in shifts
- Candidate should have worked on at least two large support projects.
- Handling support issues related to Oracle EBS SCM/ Finance
- Participated in User training.
- Customer Gathering Workshops is an added plus.
- 3 mandatory days at office at Base location (Hyderabad, Bangalore, Noida)
Career Level - IC2
