Senior Support Lead - IT Operations

Job Summary

The Oracle Fusion O2C (Order-to-Cash) & P2P (Procure-to-Pay) Consultant – Support is responsible for providing end-to-end functional support, maintenance, and continuous improvement for Oracle ERP Fusion financial and supply chain modules in a production environment.

This role ensures seamless execution of critical business processes such as order processing, invoicing, collections, procurement, supplier management, and payments. The consultant works in an AMS (Application Managed Services) model, handling incidents, service requests, system enhancements, and integrations while ensuring SLA adherence and high user satisfaction.

Key Responsibilities

1.

Production Support & Incident Management:

• Provide L2/L3 functional support for:

O2C Modules: Order Management (OM), Accounts Receivable (AR), Billing, Pricing

• P2P Modules: Procurement, Purchasing, Payables (AP), Supplier Management

• Resolve incidents/service requests within SLA timelines.

• Perform issue triaging, defect analysis, and root cause identification.

• Work on recurring issues and implement preventive measures.

--- ## 2.

Service Requests & Enhancements:

• Handle business change requests and minor enhancements.

• Configure system changes across O2C and P2P modules.

• Ensure compliance with change management processes.

• Deliver enhancements with minimal impact to production.

--- ## 3.

Business User Support:

• Act as the primary functional contact for finance and procurement users.

• Provide troubleshooting support for transactional issues:

Order processing failures, invoice discrepancies, receipt issues, payment errors

• Conduct knowledge sessions and user training when required.

--- ## 4.

Process Monitoring & Reconciliation:

• Monitor daily transactions:

Orders, invoices, receipts, payments, supplier invoices

• Perform reconciliation:

AR vs GL, AP vs GL balances

• Identify data inconsistencies and ensure data accuracy.

--- ## 5.

Data Fixes & Data Management:

• Perform mass data updates using:

FBDI (File-Based Data Import)

• ADFDI (Excel-based upload tools)

• Correct transactional and master data issues (customers, suppliers, invoices).

• Ensure data integrity across modules.

--- ## 6.

Integration & Interface Support:

• Monitor and support integrations:

O2C → Revenue/GL

• P2P → GL/Payments

• Troubleshoot interface failures and reprocess transactions.

• Work with technical teams on middleware/API issues.

--- ## 7.

Testing & Release Management:

• Support SIT/UAT for fixes and enhancements.

• Perform regression testing for Oracle quarterly updates.

• Analyze impact of patches and recommend mitigation actions.

--- ## 8.

Continuous Improvement & Optimization:

• Identify process gaps and recommend improvements.

• Improve automation in invoicing, procurement, and payments.

• Reduce manual effort and cycle times.

--- ## 9.

Documentation & Knowledge Management:

• Maintain:

SOPs

• Knowledge articles

• Issue resolution logs

• Contribute to knowledge repositories for faster incident resolution.

Skill Requirements

O2C Expertise

• Strong understanding of:

Order Management (order capture, orchestration, fulfillment)

• Accounts Receivable (invoicing, receipts, collections)

• Pricing and Billing processes

• Experience with:

Credit management, taxation, revenue flow

P2P Expertise

• Hands-on knowledge of:

Procurement & Purchasing lifecycle:

• Requisition → Purchase Order → Receipt → Invoice → Payment

• Accounts Payables (invoice validation, payments)

• Supplier onboarding and management

Other Requirements

Technical & Tool Skills

• Experience with:

FBDI / ADFDI for data corrections

• Oracle Fusion reporting tools (OTBI, BI Publisher)

• Basic understanding of:

Integrations (REST/SOAP APIs, middleware like OIC)

• Familiarity with:

Workflow configurations and approval hierarchies

--- ## Support & Process Skills

• Experience in AMS/production support model

• Knowledge of:

Incident, Problem & Change Management (ITIL framework)

• Expertise in:

SLA/KPI management

• Root Cause Analysis (RCA)

• Ticketing tools (Service Now, Jira)

--- ## Soft Skills

• Strong analytical and troubleshooting skills

• Excellent stakeholder and user communication

• Ability to handle high-pressure production issues

• Cross-functional collaboration (Finance, Procurement, IT teams)