Oracle retail (MFCS) Professional

Job Summary

Role Overview:

Seeking a Oracle Retail MFCS/RMS Support Lead with strong functional expertise and production support experience in Oracle Retail Merchandising applications. The role involves leading support operations, managing incidents and service requests, ensuring SLA compliance, collaborating with business stakeholders, and driving continuous service improvements while providing guidance and mentorship to the support team.

Work Mode: Hybrid / Remote

Job Type: Full Time

Responsibilities

• Lead the Oracle Retail Merchandise (MFCS/RMS) support team and ensure smooth day-to-day application operations.
• Act as the primary point of contact for all Merchandise application-related issues, escalations, and client communications.
• Manage incident, service request, problem, and change activities while ensuring SLA compliance.
• Provide functional guidance and technical support for Oracle Retail Merchandise processes, including Item, Supplier, Purchase Orders, Inventory, Pricing, Replenishment, and Stock Ledger.
• Perform root cause analysis (RCA) for recurring issues and implement permanent corrective actions.
• Review and approve production fixes, deployments, and change requests before implementation.
• Coordinate with cross-functional teams such as Stores, E-commerce, WMS, Integration, Finance, and Infrastructure for end-to-end issue resolution.
• Monitor application health, nightly batch processing, interfaces, and critical business jobs to ensure timely completion.
• Review daily operational dashboards, aging incidents, SLA metrics, and backlog, and drive timely resolution.
• Lead bridge calls for P1/P2 incidents, coordinate recovery activities, and provide regular status updates to stakeholders.
• Plan and prioritize team workload, allocate tickets, and ensure balanced resource utilization.
• Mentor and guide L1/L2 support engineers by providing functional knowledge, technical coaching, and regular feedback.
• Conduct ticket quality reviews to ensure troubleshooting standards, documentation, and knowledge articles are maintained.
• Identify automation and process improvement opportunities to reduce manual effort and recurring incidents.
• Review enhancement requests, estimate effort, validate business impact, and coordinate implementation.
• Prepare and present Weekly Service Reviews (WSR), Monthly Service Reviews (MSR), operational metrics, and management reports.
• Collaborate with client business teams to understand new requirements and translate them into actionable support or enhancement activities.
• Ensure compliance with ITIL processes, audit requirements, security standards, and documentation guidelines.
• Support release planning, production deployments, validation, and post-implementation monitoring.
• Drive continuous service improvement initiatives to improve system stability, reduce incident volume, and enhance customer satisfaction.

Required Skills

• Oracle Retail MFCS/RMS functional expertise.
• Strong understanding of Merchandise business processes.
• Experience in Incident, Problem, Change, and Release Management.
• Knowledge of SQL, Unix/Linux, batch monitoring, and interface troubleshooting.
• Familiarity with ServiceNow or similar ITSM tools.
• Strong stakeholder management and client communication skills.
• Leadership, team mentoring, and resource planning experience
• Knowledge of ITIL best practices.
• Experience working in an Application Managed Services (AMS) environment.

Good to Have

• Cloud Experience

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.