L3 Support Specialist – Oracle ASAP (Contract | Remote)

Job Summary:The L3 Support Specialist for Oracle ASAP is responsible for delivering advanced technical support, troubleshooting, and operational guidance to ensure the optimal performance and reliability of Oracle ASAP in a telecom OSS environment. The role focuses on resolving critical incidents, implementing solutions for recurring problems, and executing preventive maintenance activities.Key Responsibilities:Incident ManagementProvide expert-level support for Oracle ASAP by addressing Severity 1 & 2 incidents and ensuring minimal downtime.Assist in reproducing issues, gathering logs, and providing workarounds for critical incidents.Collaborate with L2 teams to resolve incidents and escalate unresolved issues to Oracle Support via Service Requests (SR).Facilitate quick resolution by supporting war room setups during system outages or major incidents.Problem ManagementConduct root cause analysis (RCA) for critical incidents and recurring issues, implementing long-term solutions.Collaborate with Oracle Product Development teams to address product defects and secure necessary patches.Deliver regular progress updates for SRs according to severity-based reporting intervals.Operational ManagementAnalyze and provide quarterly Critical Patch Updates (CPUs) with actionable recommendations for Oracle ASAP.Support tuning of Oracle Database and WebLogic Server configurations specific to Oracle ASAP.Guide L2 teams in performing advanced housekeeping tasks to maintain system health.Performance and Configuration ManagementPerform periodic reviews of Oracle ASAP configurations and workflows to identify and address bottlenecks.Analyze database performance reports and optimize queries related to ASAP processes.Provide actionable recommendations for SQL Plan Management (SPM) and configuration adjustments to improve performance.Change ManagementConduct impact analysis for complex changes affecting Oracle ASAP.Provide standby and onsite support for critical deployment activities (with prior notice).Recommend best practices and guidelines for executing changes with minimal risk.Preventive MaintenanceMonitor and ensure the adherence to performance targets such as API response times, transaction processing success rates, and system reliability.Conduct trend analysis to predict capacity needs and recommend infrastructure upgrades.Collaborate with L2 and development teams to maintain compliance with audits and vulnerability assessments.Required Skills & Qualifications:Technical ExpertiseExtensive knowledge of Oracle ASAP architecture, workflows, and provisioning processes.Strong skills in Oracle Database tuning, SQL query optimization, and WebLogic Server configurations.Proficiency in debugging ASAP services, API monitoring, and integration troubleshooting.Familiarity with telecom provisioning workflows and OSS/BSS systems.Problem-Solving SkillsProven ability to perform RCA and resolve high-severity incidents effectively.Experience in implementing innovative and robust solutions for recurring technical challenges.Collaboration & CommunicationStrong verbal and written communication skills to coordinate with multiple teams and stakeholders.Ability to interact with Oracle Support and escalate issues effectively for prompt resolution.Tools & ProcessesExperience with ITSM tools for incident, problem, and change management.Knowledge of monitoring tools and reporting dashboards for Oracle ASAP.Preferred Qualifications:Certifications in Oracle ASAP or related Oracle products.ITIL Foundation Certification for structured incident and change management.Experience in telecom domain, specifically in provisioning and service activation.

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