Oracle Retail Application & Integration Support Lead

We are seeking a highly skilled Oracle Retail Application & Integration Support Lead with extensive experience in RMS, ReSA, and related Oracle Retail modules. This role requires deep techno-functional expertise, hands-on support for L2/L3 incidents, and leadership in managing global support teams. The ideal candidate will also drive process improvements, ensure seamless client engagement, and optimize Oracle Retail operations.

Roles & Responsibilities

1. Application & Integration Support

• Lead L2/L3 incident management, including root cause analysis, data fixes, and batch monitoring across Oracle Retail modules like RMS and ReSA.

• Ensure 24x7 coverage for critical incidents and 20x5 desk support for regular operations.

• Support integration and migration initiatives between Oracle Retail and other enterprise systems.

2. Technical Oversight

• Provide techno-functional guidance across Oracle Retail systems (RMS, ReSA, Sales Audit).

• Perform performance tuning, troubleshooting, and technical advisory for complex issues.

3. Team Leadership & Coordination

• Act as the primary onsite escalation point, coordinating with offshore teams and client stakeholders.

• Oversee knowledge transfer, support handovers, and maintain comprehensive documentation.

4. Process Optimization

• Drive incident reduction, automation initiatives, and implement ITIL-based standardized processes.

• Continuously improve support operations through SOP-driven resolutions and proactive monitoring.

5. Client Engagement

• Interface with business stakeholders to capture requirements and align technical solutions with business goals.

• Ensure high client satisfaction by providing timely updates and resolving escalations efficiently.

Required Qualifications

• 12–18 years of hands-on experience in Oracle Retail modules including RMS, ReSA (Version 13.x to 16.x or above).

• Proficiency in Oracle SQL, PL/SQL, Unix scripting, Oracle Forms, Pro*C, and ODI administration.

• Strong understanding of retail workflows, merchandising operations, and item lifecycle management.

• Proven ability to lead L2/L3 support teams and manage incident resolution for large-scale retail enterprises.

• Experience with data migration, API configuration, ETL tools (e.g., ODI) for integrating Oracle Retail with legacy systems.

• Excellent leadership, documentation, and stakeholder communication skills.

• Oracle Retail Cloud certifications are highly preferred.

Preferred Skills

• Experience with AutoSys – CA, ITIL methodologies, and automation tools.

• Previous experience as an onsite lead in large-scale Oracle Retail transformation or support projects.

• Strong coordination skills with global teams (onsite/offshore model).