The Oracle PPM L2 Techno-Functional Support Expert provides Level 2 techno-functional support for Oracle Fusion Cloud Project Portfolio Management modules, with a strong understanding of project management processes, Project Costing, Billing, Resource Management, integrations, reporting solutions, and connected applications.
Based in Bangalore and operating as part of the ERP Ecosystem Run Delivery Manager’s team, the role contributes to the global Oracle Competence Center, supporting operational excellence, knowledge management, service improvement, automation, and AI-driven support transformation.
The position goes beyond traditional ticket resolution: it requires end-to-end analysis of incidents, cross-functional impact assessment, advanced root-cause investigation, and close collaboration with L2/L3 teams to improve service performance and user satisfaction.
Oracle PPM L2 Techno-Functional Support
- Provide Level 2 techno-functional support for assigned Oracle Fusion Cloud PPM modules, including Project Portfolio Management, Project Costing, Project Billing, Project Contracts, Resource Management, and related satellite applications.
- Analyze incidents from an end-to-end business process perspective and assess impacts across upstream and downstream systems.
- Support Oracle Cloud modules and all associated integrations, interfaces, reporting solutions, and connected satellite applications.
Stream-specific end-to-end processes include:
- Project initiation and planning, including project setup, structures, organisation, calendars, classifications, and control parameters.
- Project cost collection and control, including cost capture, costing, accounting, adjustments, and cross-functional impact assessment.
- Project contract-to-billing, including project contracts, funding, revenue and billing processing, invoice generation, and downstream Accounts Receivable impacts.
- Resource planning and management, including resource requests, assignments, utilisation, and related reporting.
- Project monitoring and closure, including performance reporting, period-end activities, reconciliation, project status changes, and closure controls.
Incident, Problem and Root-Cause Management
- Perform advanced root-cause analysis and identify permanent corrective actions.
- Contribute to Problem Management by identifying recurring incidents, proposing sustainable fixes, and supporting incident reduction initiatives.
- Capitalize incident resolutions into reusable assets to improve first-time resolution and reduce backlog and aging.
Release, Testing and Stabilization
- Support release validation, regression testing, hypercare, and post-go-live stabilization activities.
- Assess cross-functional impacts and dependencies related to configuration, interfaces, reporting, and connected applications.
- Contribute to operational readiness and service continuity by ensuring that support constraints are considered before release deployment.
Knowledge Management and Operational Excellence
- Develop and maintain troubleshooting guides, SOPs, FAQs, runbooks, and knowledge base articles.
- Maintain high-quality operational documentation and contribute regularly to the Oracle Knowledge Base.
- Promote standardization, industrialization, and continuous improvement of support processes.
Automation, AI and Shift-Left Practices
- Identify automation opportunities and contribute to shift-left initiatives across support operations.
- Leverage AI-enabled solutions to improve ticket analysis, root-cause investigations, regression test preparation, knowledge creation, trend detection, and operational efficiency.
- Support measurable productivity gains through automation, AI adoption, and reusable support assets.
Collaboration and Service Performance
- Operate as part of a fully integrated L2-L3 support organization with shared objectives, common KPIs, and collective accountability for service performance and user satisfaction.
- Work independently while interacting effectively with senior business stakeholders, functional experts, technical teams, and distributed global support teams.
- Contribute actively to continuous improvement initiatives across the Oracle Competence Center.
Qualifications
- Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, Business Administration, Engineering, Business Information Systems, or a related field.
- Experience: 7 years in Oracle Fusion Cloud support, Oracle PPM techno-functional support, application support, or Oracle PPM development in an international environment.
- Preferred background: Oracle PPM Cloud, Project Portfolio Management, Project Costing, Project Billing, Project Contracts, Resource Management, integrations, interfaces, reporting solutions, ServiceNow, ITIL-based support processes, and global delivery models.
- Preferred certifications: ITIL v3/v4 certification and Oracle Cloud certifications, especially Oracle PPM Cloud certifications, are a plus.
- Languages: fluent English is mandatory. Additional languages such as French is an advantage.
Essential Experience
- At least 7 years of experience in Oracle Fusion Cloud support, Oracle PPM techno-functional support, application support, or Oracle PPM development in an international environment.
- Strong hands-on experience supporting Oracle Fusion Cloud PPM modules and related end-to-end project management business processes, especially Project Portfolio Management, Project Costing, Project Billing, Project Contracts, and Resource Management.
- Experience working with integrations, interfaces, reporting solutions, and connected satellite applications in a complex enterprise ecosystem.
- Experience in global support models, distributed teams, L2/L3 collaboration, incident management, problem management, and service improvement.
Technical and Functional Expertise
- Strong understanding of end-to-end business processes and ability to assess cross-functional impacts and dependencies.
- Knowledge of Oracle integrations, interfaces, reporting solutions, and connected applications.
- Strong analytical skills and practical experience with advanced root-cause investigation.
- Strong experience with ServiceNow and practical knowledge of ITIL Incident, Problem, and Change Management processes.
Leadership and Soft Skills
- Autonomous, structured, rigorous, analytical, and delivery-oriented profile, comfortable handling complex support situations.
- Ability to interact with senior business stakeholders and explain functional or technical issues clearly.
- Collaborative mindset, able to work effectively with L2/L3 teams, business users, functional experts, technical teams, and external partners.
- Fluent English is mandatory; French is an advantage.
Equality, Diversity & Inclusion
We are an Equal Opportunities employer and we strive to build a workforce that truly reflects the communities we represent. We welcome candidates from all backgrounds, regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background, and any other protected characteristic. If you decide to apply for an opportunity with us, your application will be assessed based purely on your experience, the essential and desirable criteria, and your suitability for the role. We value each and every one’s contribution as this builds our culture and means that if you work with us, you will be included, listened to, and respected.