OIC Support Engineer - L2

Engineer –Integration Support - OIC (L2)

Experience: 3–6 years

Location: Remote

Shift: Rotational night shift

We are looking for an Integration Support Engineer - OIC (L2) with strong production support experience in Oracle Integration Cloud (OIC). This role is focused purely on support and operations, ensuring stability, monitoring, incident resolution, and continuous improvement of business-critical integrations.

Key Responsibilities

L2 Support & Operations

• Provide L2 production support for Oracle Integration Cloud (OIC) integrations and interfaces.

• Monitor OIC integrations, identify failures, and proactively address issues before business impact.

• Troubleshoot and resolve integration errors including mapping issues, XSLT errors, adapter failures, payload issues, authentication/security issues, connectivity problems, and EDI transaction failures.

• Analyze logs, tracking data, fault reports, and dashboards to determine root cause.

• Perform incident, service request, and problem management in line with ITIL processes.

• Coordinate with L1 support teams for issue handover and with L3/Engineering teams for escalations.

• Work with Oracle Support for SR creation, follow-ups, and resolution.

• Execute deployment activities, configuration changes, and hot fixes following approved change processes.

• Prepare RCA documents, preventive action plans, and operational documentation.

• Ensure adherence to SLAs, release governance, and support standards.

Required Skills (Mandatory)

• 3-6 years of experience in integration or middleware production support.

• Strong hands-on support experience in Oracle Integration Cloud (Gen2/Gen3) – Integrations, File Server, Agents, tracking and fault management.

• Mandatory experience in EDI (Electronic Data Interchange) including support of common transaction sets (e.g., 850, 855, 856, 810) and trading partner onboarding/support.

• Good understanding of REST/SOAP services, JSON/XML payloads, and adapter configurations from a support standpoint.

• Experience with ticketing tools such as ServiceNow (or equivalent).

• Strong analytical, debugging, and problem-solving skills.

• Good communication skills and ability to handle production incidents independently.

Nice to Have

• Exposure to CI/CD pipelines from a support and deployment perspective.

• Experience supporting integrations with ERP / SCM / HCM / OMS systems.

• Basic scripting knowledge (SQL/Python/Groovy) for analysis and support automation.

• Familiarity with monitoring, APM, and observability tools.