Provide front line production support to end users by responding to issues related to Problem/Incident Management, Operational Readiness, Application Monitoring, Production Governance.
Assess initial severity, gather impacts, create tickets, engage necessary teams, and escalate as necessary.
Solve production down situations under tight SLA deadlines
Root cause analysis, problem resolution follow-up and planning strategic fixes
Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades.
Develop plans to meet required service levels.
Design data collection and reporting mechanisms for application/infrastructure health reporting.
Communicate with business and management the overall status and health of the application, contribute to automation, causal analysis, develop shared/common solutions, proactively identify cross functional or technical issues
Interact with clients and demonstrate empathy to situations and challenges
Experience and Skillset
Min 15+ years of experience with SME for Oracle apps Financials) .
Modules: GL, AP, AR, FA, CM
Mandatory: Project Billing, Project Accounting
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