• Provide Level 2/3 support for Oracle SOA Suite, resolving approximately 400+ annual tickets related to integration failures, including PIP (Process Integration Pack) errors, Xpath parsing issues, and data synchronization problems between Oracle EBS (v12.2.11), Agile PLM (v9.3.6), Siebel, and external systems like Salesforce via hybrid setups.
• Troubleshoot and remediate back-office errors (BOE), stuck orders in "Submitted" status, and failure cascades in D2R PIP connectors, ensuring minimal downtime for critical supply chain and manufacturing workflows (EDI orders from Thales/UPS/FedEx).
• Perform upgrades and patching for aging SOA versions (11.1.1.5 to 12.2.1), addressing end-of-support risks and coexistence challenges with cloud middleware like MuleSoft to reduce hybrid complexity and integration latency.
• Monitor SOA performance using tools like BAM and OSB, implementing automations for error handling, purge/maintenance scripts, and proactive alerting to prevent recurring issues like VM/ESXI host downtimes or audit failures in financial modules (GL/AP/AR).
• Collaborate with cross-functional teams on ITSM processes, adhering to ITIL standards for incident management, SLAs (e.g., <4-hour resolution for P1 critical incidents), and ISO 27001 controls for secure data flows in PHI-compliant environments.
• Contribute to AIOps initiatives by automating routine tasks (e.g., complaint imports from Agile, cycle count resolutions), aiming for 10-15% year-over-year efficiency gains through process optimization.
• Contribute to QBRs to analyze trends in medical device integrations (e.g., forecasting inaccuracies in Demantra/ASCP), proposing enhancements to build client value and reduce attrition risks.

Success Metrics

• Achieve 95%+ SLA compliance for ticket resolution (e.g., resolving 90% of P2/P3 integration tickets within 8 hours), measured via ITSM tools.
• Reduce integration failure rates by 20% annually through proactive patching and automation, tracked in QBR reports against historical data.
• Contribute to 10% overall cost reductions in Y2/Y3 via AIOps implementations, with zero PHI-related incidents to maintain ISO 27001 certification.
• Maintain CSAT scores >4.5/5 from business stakeholders, with at least two unsolicited value-add insights per quarter (recommending AI anomaly detection for EDI flows).