Michelin is a global manufacturer built on more than 130 years of materials-science expertise. Its polymer-composite technologies support high-performance tires and components for mobility, construction, aeronautics, low-carbon energy, and healthcare applications. The company also develops connected tools and artificial-intelligence services for professional fleets, while extending its expertise into lifestyle experiences through the MICHELIN Guide’s restaurant and hotel recommendations.
Senior Oracle Support Engineer, Order-to-Cash
Lead production support for Oracle Order-to-Cash applications, from critical incident response through lasting fixes and service improvements. Coordinate releases, monitoring, automation, and team development while keeping users and stakeholders informed.
Description
- Oversee incidents through resolution and closure.
- Troubleshoot complex functional and technical issues.
- Resolve critical incidents with significant business visibility.
- Serve as the central contact during major incidents and crises.
- Maintain SLA performance while limiting business disruption.
- Own complex service requests and resolve them accurately.
- Lead root cause investigations and implement lasting fixes.
- Work with L3, development, and project teams to resolve defects and deploy patches.
- Use monitoring tools, dashboards, and alerts to spot potential issues early.
- Set monitoring needs and strengthen system observability.
- Advance automation and self-healing efforts.
- Review and verify production changes and releases.
- Support deployments, go-lives, hypercare, and post-production operations.
- Find ways to streamline processes and automate work.
- Develop and maintain knowledge articles, troubleshooting guides, and support documentation.
- Run knowledge transfers and training sessions.
- Keep users, stakeholders, and leaders updated on progress and status.
- Track service performance through operational metrics and dashboards.
- Help transition projects into support by preparing operations, monitoring, and readiness processes.
- Guide Support Engineers and junior analysts.
- Train team members in Oracle O2C processes, troubleshooting, and sound support practices.
- Develop team capabilities and strengthen the support organization.
Requirements
- Bring 6–10 years of experience supporting Oracle Applications in an Order-to-Cash setting.
- Have strong functional knowledge of Oracle Order Management and Accounts Receivable, including invoicing, pricing, shipping, order fulfillment, and credit and debit processes.
- Understand SQL, interfaces and integrations, workflow troubleshooting, Oracle Concurrent Programs, XML/BI Publisher reports, debugging, and log analysis.
- Have exposure to Oracle Fusion Cloud, SCM Cloud, Inventory Cloud, and Oracle Integration Cloud.
- Have experience with ServiceNow Incident, Problem, Change, and Knowledge Management processes.
- Have worked in global and production support environments.
- Communicate effectively and manage stakeholder relationships.
- Be able to coach, mentor, and lead support engineers.