2.0 - 5.0 years

6 - 10 Lacs

Hyderabad

Hybrid

Key Skills: Oracle fusion, Incident Management, Troubleshooting, ITIL, Optimization. Roles and Responsibilities: Provide timely and effective technical support to Fusion users by resolving IT-related incidents and service requests through in-depth troubleshooting, diagnosis, and resolution. Build and maintain strong domain knowledge across the Oracle Fusion estate, offering guidance on the platform's operations, functionality, and best practices. Collaborate with cross-functional teams and key stakeholders including Project Fusion, ERP strategy teams, and PODs to resolve issues and support enhancements. Assist in the resolution of IT system incidents within established SLAs, ensuring minimal impact to business operations. Clearly articulate technical solutions and root causes to users and stakeholders in non-technical terms. Provide consistent and structured communication to Service Desk leads and end-users throughout the incident lifecycle. Own issues end-to-end and maintain a customer-first approach in resolution and post-resolution follow-up. Conduct reviews on current system usage to identify inefficiencies and user pain points, driving continuous improvement initiatives. Identify underutilized features of Oracle Fusion and lead awareness or training sessions to improve adoption and usage. Recommend customizations or additional modules to optimize business processes and enhance functionality. Deliver targeted training sessions focused on new features, advanced capabilities, and common troubleshooting tips. Serve as the primary point of contact for all user communications regarding issues, enhancements, and support escalation. Collaborate with vendors to relay feedback, performance issues, and suggested improvements. Ensure compliance with IT risk protocols, especially regarding cloud-based externally hosted services. Recognize and address local process inefficiencies, contributing to risk mitigation and compliance improvements. Foster a high-performance culture through team collaboration, constructive feedback, and shared learning. Experience Requirements: 2-5 years of experience in IT service support, ideally within financial or ERP application environments. Strong hands-on experience with Oracle Fusion, specifically in Procurement, Finance, and General Ledger modules. Proven track record in incident management, root cause analysis, and technical issue resolution in complex systems. Experience conducting system usage audits, identifying feature adoption gaps, and proposing optimization strategies. Demonstrated ability to coordinate with vendors, internal teams, and business stakeholders for issue resolution and enhancements. Strong working knowledge of ITSM (IT Service Management) tools and cloud-based service models. Experience delivering user training sessions and maintaining technical documentation for applications and processes. Familiarity with service delivery in ITIL-governed environments and handling support communications efficiently. Education: B.Tech M.Tech (Dual), B.Tech, M. Tech, M.B.A.

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