Support Lead

Oracle Retail Support Analyst – L2 (Oracle Retail – RMS, RPM, ReSA, ReIM, RIB)

Job Description

The candidate should have at least 3-5 years of Experience in any of the 2-3 above modules

RMS suite of application capabilities (RMS, RPM, ReSA, ReIM, RIB, etc. along with following

  • Provides technical assistance and support for queries and issues raised by the business and
  • other IT functions related to RMS suite of solutions in production.
  • Leads in RCA sessions to ensure quick resolution of tickets or that tickets are routed to other
  • support teams correctly
  • Addresses and resolves incidents carrying out basic diagnostics identifying where problems
  • can be resolved on a first-time fix basis
  • Ensure tickets are logged effectively enabling best management and quick resolution

Secondary Skills

  • resources to resolve incidents that are beyond the scope of their ability or responsibility.
  • Uses the appropriate CTI (Category/Type/Item) for logging incidents and requests.
  • Monitor and identify any tickets in breach of contractual obligations, escalating where
  • appropriate
  • Creates a positive customer support experience and builds strong relationships through deep
  • problem understanding, ensuring timely resolution or escalation, communicating promptly on
  • progress, and handling end users with a consummately professional attitude i.e. single point of
  • contact.
  • Maintains high levels of standards and maximizes speed of resolutions to improve end user
  • satisfaction.



Posted on:

November 10, 2021

Experience level:


Contract type:





Telecom, Media & Technology