Oracle CPQ L2 Support

Oracle CPQ L2 Support Team Lead / Manager

Role Summary

The Oracle CPQ L2 Support Team Lead is responsible for leading and managing Oracle CPQ Cloud production support operations, ensuring application stability, SLA compliance, and continuous service improvement. The role serves as the primary point of contact between business users, L1 support teams, L3/application engineering teams, Oracle Support, and external vendors. The individual will drive incident resolution, problem management, release governance, and operational excellence while leading and mentoring the L2 support team.

Key Responsibilities

Service & Support Management

• Lead Oracle CPQ Cloud L2 production support operations, including Incident, Problem, Change, and Release Management.
• Ensure adherence to agreed SLAs/OLAs and drive operational excellence across support functions.
• Manage and coordinate Major Incident (SEV1/SEV2) handling, stakeholder communications, and post-incident reviews.
• Conduct Root Cause Analysis (RCA) and implement preventive measures to minimize recurring issues.
• Monitor application health, identify service improvement opportunities, and drive proactive issue resolution.

Oracle CPQ Functional & Technical Support

• Triage, troubleshoot, and resolve issues related to Oracle CPQ modules including:

• Configuration

• Pricing

• Commerce

• Approvals

• Document Designer

• User Interface and Integrations

• Perform hands-on debugging and analysis of:

• BML and BMQL scripts

• Configuration rules

• Pricing logic

• Data Tables

• Custom workflows and integrations

• Support configuration changes, enhancements, and production deployments.

Release & Change Governance

• Manage release, patch, hotfix, and deployment activities across environments.
• Coordinate regression testing and production validation activities.
• Ensure compliance with change management processes and approval workflows.

Team Leadership & Stakeholder Management

• Lead, mentor, and develop the Oracle CPQ L2 support team.
• Manage resource allocation, workload planning, performance tracking, and skill development.
• Act as the primary liaison between business stakeholders, support teams, Oracle Support, and third-party vendors.
• Provide regular service reviews, operational reports, KPI dashboards, and governance updates to stakeholders.

Knowledge Management & Continuous Improvement

• Maintain and enhance runbooks, SOPs, support documentation, and knowledge repositories.
• Drive L1 enablement, automation, and shift-left initiatives to improve support efficiency.
• Identify opportunities for process optimization and operational improvements.

Mandatory Skills & Experience

• 4+ years of Oracle CPQ Cloud implementation or production support experience.

• Strong expertise in Oracle CPQ Cloud:

• Configuration

• Pricing

• Commerce

• Approvals

• Document Designer

• Hands-on experience in troubleshooting BML, BMQL, Data Tables, and CPQ workflows.

• Strong understanding of Incident, Problem, Change, and Release Management processes.

• Experience working within ITIL-based support environments.

• Experience with ServiceNow or equivalent ITSM tools.

• Proven experience managing production support for enterprise-scale applications.

• Strong stakeholder management, communication, and leadership skills.

Preferred Skills

• Oracle CPQ Cloud Certification.
• ITIL Foundation or higher certification.
• Experience with Oracle CX, CRM, ERP, or integrated enterprise applications.
• Knowledge of CPQ integrations with Oracle, Salesforce, SAP, or other enterprise platforms.
• Experience in support transition, service governance, and operational transformation initiatives.

Key Performance Indicators (KPIs)

• SLA and OLA compliance achievement.
• Reduction in Mean Time to Resolve (MTTR).
• Improved application availability and system stability.
• Reduction in repeat incidents and support backlog.
• Successful delivery of releases and changes with minimal business disruption.
• Increased L1 resolution rate through knowledge transfer and shift-left initiatives.
• High business user and stakeholder satisfaction scores.
• Continuous improvement in operational efficiency and service quality.