Bachelor's degree in Computer Science, Information Systems, Finance, or equivalent experience.
7+ years of production support or application support experience, particularly with Oracle Retail MFCS.
Strong knowledge of MFCS architecture, including financial interfaces and batch scheduling.
Familiarity with the Oracle Retail MOM Suite and integration points with MFCS.
Experience mentoring a support team and managing incident resolution processes.
Proficient in SQL for troubleshooting database issues and batch processing.
Understanding of ITIL-based management practices.
Responsibilities
Lead production support operations for Oracle Retail MFCS, ensuring system availability and data integrity.
Oversee incident management process from triage to resolution, adhering to SLAs.
Mentor and manage a support team, ensuring 24/7 coverage and effective escalation.
Serve as the liaison to Oracle Support for critical incidents and outages.
Identify and resolve recurring issues, implementing effective long-term solutions.
Coordinate patch management and system upgrades across related Oracle products.
Monitor and troubleshoot data integrations and batch jobs across multiple systems.
Benefits
Flexible hours with potential for remote work options.
Opportunity for professional development and training.
Collaborative work environment with cross-functional teams.
Participation in on-call rotations for enhanced understanding of operational challenges.
Full Job Description
Title: MFCS Production Support Lead Job Type: Full time or Contracting Location: Bay Area, CA
Job Summary
Own and drive stability, performance, and continuous improvement of the Oracle Retail Merchandising Financial Control System (MFCS) production environment.
Lead a team of support analysts, manage incident and problem resolution, and serve as the primary escalation point for MFCS-related production issues across finance and merchandising operations.
Key Responsibilities
Lead day-to-day production support operations for Oracle Retail MFCS, RDS, ensuring high system availability and data integrity across stock ledger, retail accounting, and financial reporting processes.
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 MFCS, RDS and integrated MOM Suite components (RMS, RPM, ReIM, RDW).
Monitor and troubleshoot nightly batch cycles, interfaces, and data integrations between MFCS and upstream/downstream systems (general ledger, POS, warehouse, ERP).
Partner with finance, merchandising, infrastructure, and DBA teams to resolve reconciliation discrepancies, data integrity issues, and performance bottlenecks.
Maintain and improve monitoring, alerting, and reporting to proactively identify batch failures or data issues before they impact period-end close.
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.
Support period-end and year-end close activities, ensuring timely and accurate financial data processing within MFCS.
Communicate status updates, incident summaries, and post-mortems to stakeholders and leadership.
Required Qualifications
Bachelor's degree in Computer Science, Information Systems, Finance, or related field, or equivalent work experience.
7+ years of experience in production support or application support roles, with significant hands-on Oracle Retail MFCS experience.
Strong working knowledge of MFCS architecture, including stock ledger processing, retail/cost accounting, batch scheduling, and financial interfaces.
Familiarity with the broader Oracle Retail MOM Suite (RMS, RPM, ReIM, RDW, SIM) and how MFCS integrates with these modules. Experience working with IDCS, RDS services.
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 and batch-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, especially around financial close windows.
Ability to work flexible hours and participate in on-call rotation, including nights, weekends, and holidays as needed to support batch cycles and close periods.
