Oracle Cloud PPM Functional Support Consultant Level 2 (IDC)

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As an Oracle Cloud ERP Functional Support Consultant (L2), you will be responsible for providing first and second line support across the Oracle ERP suite. You will act as the initial point of contact for user queries and system issues, ensuring effective triage, resolution where possible, and appropriate escalation to L2/L3 teams. This is a process-driven, customer-focused role requiring strong communication skills, attention to detail, and the ability to operate effectively within an ITIL-aligned support environment. You must be willing to work flexible hours on rotation including cover until 23:00 UK Time/ 04:30 IST (shift allowance payable). Key Responsibilities You will deliver day-to-day operational support activities across one or more Oracle ERP modules (Financials, Procurement, Projects, HCM and other ERP areas), working as part of a global managed services team. Your responsibilities will include triaging incoming incidents and service requests, assessing their priority and business impact, and ensuring they are correctly categorised, logged, and assigned within the ITSM tool. You will take ownership of tickets through their lifecycle, monitoring progress, proactively following up with resolver groups, and ensuring timely resolution within agreed SLAs. As part of your role, you will resolve standard L1 & L2 queries directly. This includes responding to “how do I” questions from end users, providing guidance on system processes, and supporting users in navigating Oracle Cloud ERP functionality. You will perform routine system administration activities such as user setup, password resets, role provisioning, and basic access management in accordance with defined security and governance procedures. You will engage with customers through agreed communication channels, providing regular and clear updates on ticket status and ensuring a high standard of customer service at all times. Where issues cannot be resolved at L1 or L2, you will ensure they are escalated to L2/L3 support teams with sufficient detail, including replication steps, logs, and impact analysis, to enable efficient resolution. You will contribute to knowledge management by documenting recurring issues, known errors, and standard operating procedures, helping to build a robust and reusable knowledge base. Additionally, you will support service improvement initiatives by identifying recurring incidents or trends and raising these with senior team members to enable root cause analysis and problem management. You will also assist in supporting Oracle Cloud quarterly release cycles by carrying out defined testing activities, logging defects, and supporting validation of fixes under guidance.