Oracle Simphony Production Support Lead

Title:
Oracle Simphony Production Support Lead

Type:
Full time/Contract

Location:
Bay Area, CA

• Own and drive stability, performance, and continuous improvement of the Oracle Simphony POS environment
• Lead a team of support analysts, manage incident and problem resolution, and serve as the primary escalation point for Simphony-related production issues across restaurant/retail operations

Title:
Oracle Simphony Production Support Lead

Type:
Full time/Contract

Location:
Bay Area, CA

• Own and drive stability, performance, and continuous improvement of the Oracle Simphony POS environment
• Lead a team of support analysts, manage incident and problem resolution, and serve as the primary escalation point for Simphony-related production issues across restaurant/retail operations

• Lead day-to-day production support operations for Oracle Simphony POS, ensuring high system availability across all locations and business units
• Own incident management from triage through root cause analysis and resolution, meeting defined SLAs for critical and high-priority issues
• Manage and mentor a team of production support analysts, coordinating on-call rotations and escalation procedures for 24/7 coverage
• Serve as the primary liaison with Oracle Support (SRs, patches, and escalations) and coordinate with Oracle on critical outages
• Drive problem management to identify recurring issues and implement permanent fixes, reducing repeat incidents
• Coordinate patch management, version upgrades, and configuration changes across Simphony environments (EMC, workstations, KDS, enterprise back office)
• Partner with infrastructure, network, and DBA teams to troubleshoot environment, connectivity, and database-related issues impacting POS operations
• Maintain and improve monitoring, alerting, and reporting to proactively identify issues before they impact business operations
• Document support procedures, runbooks, and knowledge base articles to improve team efficiency and reduce mean time to resolution
• Manage change control processes for production changes, ensuring proper testing and approval before deployment
• Communicate status updates, incident summaries, and post-mortems to stakeholders and leadership
• Support integration points between Simphony and third‑party/enterprise systems (payment processing, loyalty, inventory, reporting/BI, labor management)

• Bachelor's degree in Computer Science, Information Systems, or related field, or equivalent work experience
• 7+ years of experience in production support or application support roles, with significant hands‑on Oracle Simphony (or MICROS Simphony) experience
• Strong working knowledge of Simphony architecture, including EMC configuration, Simphony database, workstations/KDS, and enterprise back office reporting
• Experience leading or mentoring a support team, with demonstrated ownership of incident and problem management processes
• Solid understanding of SQL and ability to troubleshoot database-related issues
• Experience with ITIL-based incident, problem, and change management practices
• Strong communication skills, with the ability to manage stakeholder expectations during high‑pressure incidents
• Ability to work flexible hours and participate in on‑call rotation, including nights, weekends, and holidays as needed given the retail/hospitality environment

• Experience with additional Oracle Retail or Oracle Hospitality products (Oracle Retail Xstore, Oracle Hospitality Reporting and Analytics, Oracle Payment Interface)
• Experience integrating Simphony with third‑party POS, payment gateways, or loyalty platforms
• ITIL certification
• Prior experience in restaurant, hospitality, or multi‑site retail environments
• Familiarity with cloud/hybrid Simphony deployments and Oracle Cloud infrastructure