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.