{"id":2841873,"url":"https://alion.io/job/michelin-senior-support-engineer-oracle","title":"Senior Support Engineer - Oracle","company":{"id":8665,"name":"Michelin","domain":"michelin.com","url":"https://alion.io/company/michelin","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":78,"open_postings":144,"ghost_share":0,"stale_share":0.882,"repost_share":0,"time_to_fill_p50_days":31,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14000,"max_usd":33000,"period":"year","method":"role_seniority_country_cell","sample_n":8},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Oracle ERP","optional":false},{"name":"Self-Healing","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-14T00:00:00Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-21T08:48:46Z","board_verified":false,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Senior Support Engineer - Oracle- - - - - - - - - - - -\nSenior Support Engineer - Oracle Shift timings - 3:30pm IST - 12:30AM IST Experience & Skills Required\n6-10 years of experience supporting Oracle Applications in an Order-to-Cash environment.\nStrong functional knowledge of: Oracle Order Management (OM) Oracle Accounts Receivable (AR) Customer Invoicing Pricing, Shipping, Order Fulfillment Credit/Debit Processes\nGood technical understanding of: SQL Interfaces and Integrations Workflow troubleshooting Oracle Concurrent Programs XML/BI Publisher reports Debugging and log analysis\nExposure to Oracle Fusion Cloud: SCM Cloud Inventory Cloud (IC) Oracle Integration Cloud (OIC)\nExperience with ServiceNow (Incident, Problem, Change, Knowledge Management).\nExperience working in global support and production support environments.\nStrong stakeholder management and communication skills.\nAbility to coach, mentor and lead support engineers.\nKey Expected Achievements\nIncident Management\nManage incidents from identification through resolution and closure.\nPerform advanced functional and technical troubleshooting.\nDrive resolution of critical and high-visibility incidents.\nAct as a focal point during major incidents and crisis situations.\nEnsure SLA compliance and minimize business impact.\nService Request Management\nHandle complex Service Requests with accuracy and ownership.\nDeliver timely resolutions and maintain effective communication with users and stakeholders.\nImprove user satisfaction through responsive support.\nProblem Management\nLead Root Cause Analysis (RCA) activities.\nIdentify recurring issues and drive permanent fixes.\nCoordinate with L3, development, and project teams for defect resolution and patch deployment.\nReduce repeat incidents through proactive actions.\nMonitoring & Observability\nLeverage monitoring tools, dashboards, and alerts to identify potential issues proactively.\nDefine monitoring requirements and collaborate with build teams to improve observability.\nDrive automation and self-healing initiatives wherever possible.\nChange & Release Management\nReview and validate production changes and releases.\nAssess business impact and support deployment activities.\nEnsure smooth transition from build to run.\nParticipate in go-live, hypercare, and post-production support activities.\nContinuous Improvement\nIdentify opportunities for process optimization and automation.\nDrive operational excellence through proactive improvements.\nAnticipate risks and implement preventive actions.\nContribute to reduction of manual effort and support workload.\nKnowledge Management\nCreate and maintain knowledge articles, troubleshooting guides, and support documentation.\nFacilitate knowledge transfers and training sessions.\nPromote cross-functional learning and knowledge sharing across teams.\nCommunication & Stakeholder Management\nProvide clear, timely, and professional communication to users, business stakeholders, and leadership.\nEnsure accurate status updates during incidents, service requests, problems, and changes.\nBuild trusted relationships with business and project teams.\nService Level Management\nMonitor service performance using operational metrics and dashboards.\nDrive continuous improvement against SLA, KPI, and quality targets.\nEnsure high service quality and operational stability.\nOperability & Support Readiness\nContribute to successful transition of projects from deployment to support.\nDefine support requirements, monitoring needs, support documentation, and operational processes.\nPartner with project and development teams to improve supportability of solutions.\nTeam Leadership & Mentoring\nMentor Support Engineers and junior analysts.\nProvide coaching on Oracle O2C processes, troubleshooting techniques, and best practices.\nLead by example through ownership, accountability, and continuous learning.\nSupport team development and contribute to building a high-performing support 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