Oracle RightNow (L2 Production Support)

We're looking for an application support specialist, not a general Oracle DBA, Fusion ERP consultant, or dedicated developer. Direct experience supporting Oracle RightNow in production is particularly important.
Position Requirements
Full-time, 40 hours per week
Offshore / India
Coverage aligned with US Eastern Time (6:30 Pm IST to 4:30 AM IST)
Ideally 4–7 years of relevant technical experience, with direct Oracle RightNow / B2C Service experience being the priority
Strong L2 production application support background
Key Responsibilities
Provide L2 production support and independently investigate and resolve application incidents.
Troubleshoot Oracle Service Cloud configurations, business rules, workflows, permissions, and incident routing issues.
Investigate API, integration, and application errors.
Work with technical SMEs to complete knowledge transfer and document existing support procedures.
Build and maintain operational runbooks, troubleshooting guides, and knowledge articles.
Identify recurring issues, perform root-cause analysis, and escalate complex development defects to L3 teams.
Maintain clear incident documentation, ticket updates, and operational handoffs.
Preferred Experience
Experience supporting enterprise CRM or customer service applications, including Oracle B2C administration, REST/SOAP integrations, and ITSM processes.

Work arrangement
Yes