Job Description

: BASIC INFORMATION
Position Name Assistant Manager - Tech / ERP Support
Job Band 3
ROLES & RESPONSIBILITIES
Job Purpose/Objective We are seeking an experienced Consultant to join our team and provide L1/L2 support for Oracle Financial modules. The ideal candidate will have a strong background in Oracle Fusion Financials, with expertise in both technical and functional aspects. This role involves resolving end-user issues, troubleshooting system errors, and providing guidance on oracle applications and expanding it to other third party systems, billing systems, ERP systems used by DPW SCO to improve efficiency and usability.
Key responsibilities

• Provide L1/L2 support for Oracle Financial modules, including General Ledger (GL), Accounts Payable (AP), Accounts Receivable (AR), Cash Management (CM), and Fixed Assets (FA).
• Assist in documenting standard operating procedures (SOPs) and knowledge base articles for common issues and resolutions.
• Stay updated on industry trends, Oracle product updates, and best practices related to financial management systems.
• User Support: Respond to user inquiries, troubleshoot issues, and provide resolutions for Oracle applications and also have to open his area to extend support for third party applications and billing systems in place for DPW.
• Issue Resolution: Investigate and resolve system errors, data discrepancies, or performance issues reported by end-users, ensuring timely resolution to minimize business disruption.
• Incident Management: Log and prioritize support tickets using incident management tools, ensuring accurate documentation of reported issues, actions taken, and resolutions provided.
• Root Cause Analysis: Perform root cause analysis for recurring issues, identify underlying causes, and implement corrective actions to prevent future occurrences.
• Patch and Upgrade Support: Assist in testing patches, upgrades, or enhancements for Oracle Financial modules, ensuring compatibility with existing configurations and business processes.
• Configuration Changes: Implement minor configuration changes or parameter updates in Oracle Financial modules as per documented change control procedures and best practices.
• Documentation: Maintain accurate documentation of system configurations, customizations, and support procedures, ensuring knowledge transfer and continuity of support services.
• Training and Knowledge Sharing: Conduct training sessions or create user guides to educate end-users on Oracle Financial functionalities, best practices, and tips for optimizing system usage.
• Vendor Coordination: Liaise with Oracle Support Services for escalating and resolving complex technical issues requiring vendor assistance, following established escalation procedures.
• Performance Monitoring: Monitor system performance metrics, identify areas of improvement, and propose optimizations or performance tuning measures to enhance system stability and efficiency.

• Strong understanding of financial business processes, including accounting principles, and financial reporting.
• Proficiency in Oracle tools like OTBI, BI Publisher.
• Hands-on experience with modules such as GL, AP, AR, CM, and FA.
• Excellent problem-solving skills and ability to troubleshoot complex technical issues independently.
• Effective communication and interpersonal skills, with the ability to interact with stakeholders at all levels.

• Preferred Certifications if any

• Range/ Min no of years - of overall Experience required.

• 4-6 years of experience in Oracle Fusion Financials, with a focus on techno-functional support.

• Min no of years of Industry specific experience required if any & the industry type.

P&O Ferries