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 Oracle Simphony experience.
Strong knowledge of Simphony architecture including EMC configuration and database management.
Experience leading or mentoring a support team and managing incident management processes.
Solid understanding of SQL and troubleshooting database issues.
Experience with ITIL-based practices for incident, problem, and change management.
Strong communication skills to manage stakeholder expectations during crises.
Responsibilities
Lead daily operations of Oracle Simphony POS to ensure system availability.
Own incident management from triage to resolution, adhering to SLA requirements.
Manage and mentor support analysts and coordinate on-call support.
Act as primary liaison with Oracle for support and critical system issues.
Drive problem management initiatives to address recurring issues.
Coordinate patch management and version upgrades across environments.
Collaborate with infrastructure and database teams to troubleshoot system connectivity issues.
Maintain proactive monitoring and reporting to prevent operational disruptions.
Document support processes and maintain a knowledge base for efficiencies.
Oversee change control for production changes, ensuring thorough testing.
Benefits
Full-time, contract opportunity with flexible hours.
Work in a fast-paced environment with exposure to cutting-edge technology.
Opportunity to lead a skilled team in a critical role within the hospitality industry.
Full Job 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.
