Job Title : Support Analyst Oracle Cloud Fusion

Experience : 4 Years

Location : Hyderabad

Employment Type : Full-Time

Job Summary :

We are seeking an experienced Support Analyst with a strong background in managing Oracle Cloud Fusion or ERP-related support operations. The ideal candidate will have hands-on experience handling tickets through platforms like ServiceNow or Jira, ensuring SLA adherence, and coordinating with global teams for efficient incident resolution.

Key Responsibilities :

- Manage and resolve incoming support tickets through ServiceNow or Jira.

- Classify, triage, and escalate incidents appropriately to L2/L3 teams.

- Maintain accurate records of incidents, resolutions, and SLA metrics.

- Monitor and ensure SLA compliance and timely resolution of support cases.

- Facilitate clear and professional communication with global users across time zones.

- Collaborate with internal teams to streamline issue resolution and enhance user satisfaction.

Required Skills & Qualifications :

- Bachelors degree in business, Information Technology, or a related field.

- 4 - 6 years of proven experience in a support analyst role, preferably in an Oracle or ERP environment.

- Proficiency with ticketing tools such as ServiceNow and Jira.

- Strong understanding of incident management, ticket tracking, and SLA monitoring.

- Excellent verbal and written communication skills for interacting with stakeholders globally.

Certifications (Mandatory) :

- ITIL Foundation certification or equivalent in IT Service Management

Key Competencies :

- ERP Escalation Handling

- Ticket Lifecycle Management

- SLA Governance

- Cross-Time Zone Communication

- Analytical and Problem-Solving Ability