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KEY EXPECTED ACHIEVEMENTS

Incident & Service Request Management

• Perform urgency assessment and priority validation based on business impact.

• Provide technical and functional analysis for issues related to Order Management (OM) and Accounts Receivable (AR) modules.

• Deliver timely resolutions and communicate workarounds when applicable.

• Handle standard service requests including order corrections, invoice adjustments, receipt applications, and customer account updates.

• Ensure regular status updates and follow through to closure in line with SLA commitments.

Order-to-Cash (O2C) Support

• Provide end-to-end support across the O2C cycle (Order Entry, Shipping, Invoicing, Receipts, and Revenue processes).

• Investigate and resolve OM–AR integration issues, AutoInvoice errors, and reconciliation discrepancies.

• Monitor order processing workflows, batch jobs, interfaces, and concurrent programs.

• Proactively communicate business impacts to stakeholders.

Oracle Apps PL/SQL Technical Support

• Develop, maintain, and troubleshoot custom RICE components (Reports, Interfaces, Conversions, Extensions).

• Debug and enhance PL/SQL packages, procedures, functions, triggers, and concurrent programs.

• Perform SQL query tuning and controlled data fixes following change management processes.

• Support deployments, patches, and enhancements impacting OM and AR modules.

Change & Problem Management

• Participate in change management activities including impact analysis, testing (SIT/UAT), and post-deployment validation.

• Contribute to root cause analysis of recurring incidents and implement preventive actions.

• Identify process gaps and propose system or performance improvements.

Monitoring & Service Level Management

• Utilize monitoring tools to track system alerts and batch processing issues.

• Ensure adherence to SLAs and proactively escalate risks.

• Trigger and manage incidents based on monitoring detections.

Continuous Improvement & Knowledge Management

• Provide feedback to development teams for functional and technical improvements.

• Document known errors, solutions, and best practices.

• Contribute to knowledge sharing and team capability enhancement.