Oracle Cloud Integration (OIC) Support Lead

Responsibilities:
Provides L2 support (triaging) for OIC (Oracle Integration Cloud) Integrations and Extensions incident tickets and ensures compliance to Client's ITSM Incident management process, associated SOPs and Operational Plan
Participates in and contributes to Problem RCA discussions to identify underlying causes of major impact or recurring incidents, including defining and documenting remediation plans for all OIC integrations and Extensions related issues, documenting problem tasks, and driving these tasks through to completion.
Partner with Technical support vendor to drive effective incident troubleshooting and resolution actions through to service restoration including collaborating with vendor resources in utilizing OIC's monitoring tools and logs to troubleshoot and optimize integrations
For Major Incidents, ensure adherence to ITSM MIM process and communication protocols and communicate incident status to Functional counterparts, Support vendor contacts and EA Leadership through to service restoration and document Major Incident Report post resolution.
Develop, document and maintain SOPs, Knowledge articles and Operational Plans in OIC Integrations and Extensions and recommend and drive implementation of error handling and recovery mechanisms and recommend automations or enhancements to support tools to maintain robust integrations and drive efficiencies.
Assists the Functional Teams in translating business requirements for minor Service Requests / minor enhancements and Demand Intake in the OIC Integrations and Extensions area into technical requirements for AMS / Technical Vendor delivery, track and manage delivery.
Assists with the QA by testing and validating operability and performance (regression testing) of services in OIC Integrations and Extensions post the implementation of IT changes, patches, Platform releases and / or upgrade to Oracle Cloud components or Application modules impacting Integrations/Extensions
Ensure compliance with all GRC and InfoSec policies and procedures in OIC Integrations and Extensions, collaborate with GRC on compliance audits and work with EA Ops peers and Leadership to track, own and drive audit findings to closure
Provide oversight for Technical support vendor performance to contracted SLAs including but not limited to ensuring effective assignment group queue management, high quality ticket updates (notes and resolution updates) and consistency in responsiveness of Managed Services Vendor resources
Ensure Technical Managed Services Vendor delivers SLA dashboards or reports are delivered in line with agreed/contracted timeframes
Contribute to Business Continuity Plan and participate in Disaster Recovery drills
Participate in service performance reviews with Technical Managed Services Vendor and drive continuous service improvement plans to eliminate/minimize inefficiencies in support processes through automation opportunities or improvements in working practices. Ensure CSI reports and dashboards are delivered in agreed timeframes
Create, Update and/or manage Oracle support SR's, provide updates to leadership on critical SR's and escalate to duty manager when required.
Conduct tech spec reviews of bug fixes prior to user acceptance testing
Conduct Code/quality reviews of integrations in adherence to standards for defects and bug fixes
Qualifications:
A Bachelor's degree in Computer Science, Information Systems, or a related field
Minimum of 3 years of experience providing technical and operational support of Oracle Integration Cloud in an Integrations role in a structured ITIL-based ITSM model.
Minimum of 5 years proven knowledge and hands-on technical expertise with development, testing, deployment and support of integration components & web services (SOAP/REST) using OIC.
Oracle Cloud certification would be preferred
Minimum of 5 years of proven knowledge of and experience in these areas:
Integration patterns,
Visual Builder Cloud Service
Javascript
OIC's pre-built Cloud Adapters,
API design, exposure and lifecycle management
Error handling
Monitoring and debugging
Security concepts, including OAuth, SSL and encryption
Knowledge of API governance and how to define policies for access control
Database integration using SQL and database adapters
5 years of proven technical expertise of mapping inbound and outbound integrations with Cloud ERP, EPM and HCM modules, transactional and master data structures.
Ability to research, learn, troubleshoot and support complex system customizations and understand integration points with related applications and products.
Strong analytical, problem solving and decision-making abilities and in-depth experience troubleshooting technical issues through to resolution and service restoration.
Proven experience effectively collaborating on Root Cause Analysis sessions and Remediation Planning and tracking.
Strong written and oral communication skills, team and interpersonal skills and ability to effectively communicate complex technical issues in a clear and unambiguous manner.
A passion for continuous improvement and operational service excellence.
Knowledge and understanding of Service Now for Incident, Change and Demand management.
Excellent verbal and written communication skills and ability to succinctly present complex subject matter, specifically translating technology problems/solutions to business partners
Strong knowledge of Excel, Work, PowerPoint, Visio
Top skills
Oracle Integration Cloud (OIC)
OIC Integration Development & Support
REST / SOAP Web Services
Oracle ERP / HCM / EPM Integrations
Visual Builder Cloud Service (VBCS)
OIC Adapters & Database Integration
JavaScript / SQL
OAuth / SSL / Encryption / API Security
Incident Management / RCA / ITIL / ServiceNow
Monitoring, Debugging & Error Handling

Work arrangement
No