Consultant-PaaS SaaS Administrator
Bengaluru
API International Capability Centre Private Limited
Summary: We are looking for an Oracle SaaS and PaaS Administrator responsible for supporting Oracle Cloud applications and platform services across user administration, access control, environment monitoring, incident management, integrations, and operational support. The role requires strong production support skills, cloud administration knowledge, and the ability to work with business users, technical teams, and Oracle support teams to ensure application availability, security, and smooth business operations.
The ideal candidate should have a background in IT support, cloud administration, identity/access management, ticket handling, SLA-driven support, and troubleshooting of enterprise applications.
Key Responsibilities
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Provide day-to-day administration and support for Oracle Cloud SaaS applications such as ERP, HCM, SCM, EPM, or related Oracle Fusion modules.
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Manage user provisioning, role assignments, access requests, password/login issues, and security-related support activities in Oracle Cloud.
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Support Oracle Identity Cloud Service / OCI IAM activities, including user lifecycle management, role-based access control, groups, and SSO-related coordination.
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Monitor Oracle Cloud application availability, scheduled jobs, integrations, and environment health.
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Handle L1/L2 production support tickets related to Oracle SaaS and PaaS applications.
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Troubleshoot user access, application login, workflow, performance, and basic functional issues.
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Coordinate with functional consultants, developers, database teams, infrastructure teams, and Oracle Support for issue resolution.
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Raise and follow up on Oracle Service Requests for product defects, environment issues, patching concerns, and critical incidents.
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Build & Support Oracle PaaS services such as Oracle Integration Cloud, Visual Builder, APEX, OCI compute/storage basics, and other platform services as required.
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Assist in monitoring integrations between Oracle Cloud and third-party systems.
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Support scheduled Oracle quarterly updates, patching activities, regression testing coordination, and post-patch validation.
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Maintain security and compliance standards by ensuring timely provisioning, de-provisioning, and access reviews.
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Create and maintain SOPs, knowledge base articles, troubleshooting guides, and operational documentation.
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Track incidents, service requests, and change requests using tools such as ServiceNow, Jira, Freshdesk, or similar ticketing platforms.
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Ensure SLA compliance for incident resolution, service requests, escalations, and business-critical issues.
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Perform root cause analysis for recurring issues and recommend permanent fixes or process improvements.
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Support audit-related activities by providing access reports, ticket evidence, and user access documentation.
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Participate in daily/weekly support calls, ticket review meetings, and operational status reporting.
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Provide support during critical business periods, month-end close, payroll cycles, procurement cycles, or financial close windows as applicable.
Required Skills & Experience
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4 to 8 years of experience in IT support, cloud support, application support, or enterprise production support.
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Experience in L1/L2 support for business applications, cloud platforms, or enterprise IT systems.
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Hands-on experience in user access management, account provisioning, de-provisioning, and role-based access control.
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Working knowledge of cloud administration concepts such as identity management, SSO, groups, access policies, and application security.
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Experience with ticketing tools such as ServiceNow, Jira, Freshdesk, SAP CRM, or similar ITSM platforms.
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Preferred Qualifications
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Knowledge of audit support, access review, compliance controls, and user access certification
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Experience in 24/7 production support or on-call support environment
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Ability to create SOPs, knowledge base articles, troubleshooting documents, and process improvement recommendations
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Experience working with Oracle Support and managing Service Requests
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