Oracle Simphony Production Support Lead

• 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.

• 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).

• 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.

• 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.

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