Position Summary
The Oracle Symphony L3 Support Engineer provides advanced technical support for the Oracle Hospitality Symphony platform across Point of Sale POS Cloud Services and integrated retail or hospitality modules This role focuses on complex incident resolution root cause analysis configuration troubleshooting and deployment support in production and preproduction environments
Key Responsibilities
Area Responsibilities
- Incident Management Resolve high priority and complex incidents escalated from L2 teams Perform deep analysis of application logs APIs and cloud platform components Ensure SLA adherence
- Problem Management Conduct root cause analysis RCA Implement permanent fixes through configuration changes or code updates working with Oracle product engineering Track recurring issues and preventive actions
- Service Operations Monitor application health POS ecosystem availability network connectivity and transaction flows Support performance tuning and production stability improvements
- Deployment Release Support Support upgrades rollouts patch deployment and product enhancements Validate release notes Perform post deployment health checks
- Integration Support Troubleshoot integration across Simphony Cloud PMS EFT payment gateways KDS inventory systems and reporting platforms
- Security Compliance Ensure configuration and system operations align with PCIDSS and hospitality security standards Support user provisioning reviews and data privacy controls
- Knowledge Management Create SOPs technical runbooks and knowledge base articles for L1 and L2 teams Conduct training to reduce escalations
- Stakeholder Interaction Coordinate with Oracle Engineering Product Support Customer Success and Business Operations teams for seamless operations
Technical Skills Requirements
- Strong knowledge of Oracle Hospitality Symphony
- Components such as Enterprise Back Office EBO Kitchen Display System KDS Workstations and Service Host
- Expertise in Linux server administration Windows POS clients and cloud based deployment
- Ability to analyse system and POS logs XMLJSON payloads and diagnostic traces
- Experience in REST APIs networking concepts TCPIP TLS communication and certificates
- Familiarity with SQL querying for data validation Oracle or MySQL preferred
- Experience using virtualization or container based infrastructure for environment support
- Good understanding of payment processing flows and third party integrations
Soft Skills
- Strong customer facing communication
- Incident command and escalation handling
- Analytical and structured problem solving methods
- Ability to operate under pressure within 24x7 production support models
- Preferred Certifications
- Oracle Hospitality POS or Cloud certifications
- ITIL Foundation V3 or V4
