Oracle Sypmhony

Role & responsibilities

Incident Management

Resolve high-priority and complex incidents escalated from L2 teams. Perform deep analysis of application logs, APIs, and cloud platform components. Ensure SLA adherence.

Problem Management

Conduct root-cause analysis (RCA). Implement permanent fixes through configuration changes or code updates working with Oracle product engineering. Track recurring issues and preventive actions.

Service Operations

Monitor application health, POS ecosystem availability, network connectivity, and transaction flows. Support performance tuning and production stability improvements.

Deployment & Release Support

Support upgrades, rollouts, patch deployment, and product enhancements. Validate release notes. Perform post-deployment health checks.

Integration Support

Troubleshoot integration across Simphony Cloud, PMS, EFT payment gateways, KDS, inventory systems, and reporting platforms.

Security & Compliance

Ensure configuration and system operations align with PCI-DSS and hospitality security standards. Support user provisioning reviews and data privacy controls.

Knowledge Management

Create SOPs, technical runbooks, and knowledge base articles for L1 and L2 teams. Conduct training to reduce escalations.

Stakeholder Interaction

Coordinate with Oracle Engineering, Product Support, Customer Success, and Business Operations teams for seamless operations.

Technical Skills Requirements

• Strong knowledge of Oracle Hospitality Symphony:
  Components such as Enterprise Back Office (EBO), Kitchen Display System (KDS), Workstations, and Service Host.
• Expertise in Linux server administration, Windows POS clients, and cloud-based deployment.
• Ability to analyze system and POS logs, XML/JSON payloads, and diagnostic traces.
• Experience in REST APIs, networking concepts (TCP/IP, TLS communication), and certificates.
• Familiarity with SQL querying for data validation (Oracle or MySQL preferred).
• Experience using virtualization or container-based infrastructure for environment support.
• Good understanding of payment processing flows and third-party integrations.

Soft Skills

• Strong customer-facing communication
• Incident command and escalation handling
• Analytical and structured problem-solving methods
• Ability to operate under pressure within 24x7 production support models

Preferred Certifications

• Oracle Hospitality POS or Cloud certifications
• ITIL Foundation V3 or V4