- Location
- Fremont, CA
- Type
- Full-time
- Department
- IT
- Seniority
- Lead
- Experience
- 7+ years
- Education
- Bachelor
- Closing date
- Today
- Source
- ApplyToJob
Description
Title: Oracle Simphony Production Support Lead
Type: Full time/Contract
Location: Bay Area, CA
Job Summary
- Own and drive stability, performance, and continuous improvement of the Oracle Simphony POS environment.
- Lead a team of support analysts, manage incident and problem resolution, and serve as the primary escalation point for Simphony-related production issues across restaurant/retail operations.
Key Responsibilities
- Lead day-to-day production support operations for Oracle Simphony POS, ensuring high system availability across all locations and business units.
- Own incident management from triage through root cause analysis and resolution, meeting defined SLAs for critical and high-priority issues.
- Manage and mentor a team of production support analysts, coordinating on-call rotations and escalation procedures for 24/7 coverage.
- Serve as the primary liaison with Oracle Support (SRs, patches, and escalations) and coordinate with Oracle on critical outages.
- Drive problem management to identify recurring issues and implement permanent fixes, reducing repeat incidents.
- Coordinate patch management, version upgrades, and configuration changes across Simphony environments (EMC, workstations, KDS, enterprise back office).
- Partner with infrastructure, network, and DBA teams to troubleshoot environment, connectivity, and database-related issues impacting POS operations.
- Maintain and improve monitoring, alerting, and reporting to proactively identify issues before they impact business operations.
- Document support procedures, runbooks, and knowledge base articles to improve team efficiency and reduce mean time to resolution.
- Manage change control processes for production changes, ensuring proper testing and approval before deployment.
- Communicate status updates, incident summaries, and post-mortems to stakeholders and leadership.
- Support integration points between Simphony and third-party/enterprise systems (payment processing, loyalty, inventory, reporting/BI, labor management).
Required Qualifications
- Bachelor's degree in Computer Science, Information Systems, or related field, or equivalent work experience.
- 7+ years of experience in production support or application support roles, with significant hands-on Oracle Simphony (or MICROS Simphony) experience.
- Strong working knowledge of Simphony architecture, including EMC configuration, Simphony database, workstations/KDS, and enterprise back office reporting.
- Experience leading or mentoring a support team, with demonstrated ownership of incident and problem management processes.
- Solid understanding of SQL and ability to troubleshoot database-related issues.
- Experience with ITIL-based incident, problem, and change management practices.
- Strong communication skills, with the ability to manage stakeholder expectations during high-pressure incidents.
- Ability to work flexible hours and participate in on-call rotation, including nights, weekends, and holidays as needed given the retail/hospitality environment.
Preferred Qualifications
- Experience with additional Oracle Retail or Oracle Hospitality products (Oracle Retail Xstore, Oracle Hospitality Reporting and Analytics, Oracle Payment Interface).
- Experience integrating Simphony with third-party POS, payment gateways, or loyalty platforms.
- ITIL certification.
- Prior experience in restaurant, hospitality, or multi-site retail environments.
- Familiarity with cloud/hybrid Simphony deployments and Oracle Cloud infrastructure.
Skills
SQLOracleChange ManagementITIL