Oracle EBS R12 Order-to-Cash AMS

Primary Responsibilities

Oracle EBS R12 Order-to-Cash AMS

• Own end-to-end AMS delivery for Oracle EBS R12 OTC modules: Order Management, Pricing, Shipping, Receivables, Revenue Recognition, Cash Management, and Credit Management
• Perform deep-dive root cause analysis on functional and technical issues across the OTC cycle, including interface failures, pricing errors, holds resolution, revenue scheduling exceptions, and cash application discrepancies
• Manage Oracle SR lifecycle: filing, escalation to Duty Manager, engagement with Oracle Development, and resolution tracking
• Maintain CEMLI inventory for OTC customizations; assess regression risk during quarterly patching cycles and Critical Patch Updates
• Drive proactive issue prevention through ticket trend analysis, recurring incident patterns, and root cause elimination programs
• Support EBS patching strategy including test planning, regression testing of custom objects, and rollback readiness

Team Leadership

• Manage a team of 5 resources (mix of onshore and offshore) providing day-to-day direction, workload prioritization, and performance oversight
• Conduct knowledge transfer sessions, maintain runbooks and resolution playbooks, and ensure cross-training to eliminate single points of failure
• Manage SLA performance for the team: incident response times, resolution rates, backlog management, and first-call resolution targets
• Mentor junior team members on OTC domain knowledge and Oracle EBS troubleshooting methodology

Executive Communication & Client Relationships

• Build trusted relationships with client business stakeholders including Revenue Accounting, Order Management, Collections, and Finance leadership
• Present high-level status reports to client leadership: SLA performance, incident summaries, risk items, and continuous improvement initiatives
• Participate in Monthly and Quarterly Business Reviews with clear, business-oriented reporting — not just technical metrics
• Serve as the primary escalation point for the client on all OTC-related issues; communicate proactively on critical incidents
• Translate technical issues into business impact language for non-technical stakeholders

Oracle APEX & Reporting

• Work with existing Oracle APEX applications that support OTC workflows, reporting, and dashboards; ability to understand and support APEX-based business process extensions is a plus

Required Qualifications

Must-Have (Non-Negotiable)

• 12–15+ years of hands-on experience with Oracle EBS R12 Order-to-Cash modules (Order Management, Pricing, Shipping, Receivables, Revenue Recognition, Cash Management)
• Proven experience managing a team of 3–5+ resources in an AMS, production support, or managed services environment
• Deep functional knowledge of EBS OTC configuration, setup, and business process flows — not just technical/development
• Strong troubleshooting skills: ability to perform root cause analysis across functional configuration, SQL/PLSQL, workflows, interfaces, and concurrent programs
• Executive-level communication skills: ability to present status, risks, and recommendations to VP/Director-level stakeholders clearly and concisely
• Awareness of Oracle APEX (interactive reports, dashboards, basic navigation); hands-on APEX development is a plus but not required
• Familiarity with Oracle SR management, escalation processes, and Critical Patch Update cycles

Strongly Preferred

• Awareness of Oracle Cloud Infrastructure (OCI) and EBS hosting options (EBS Cloud Manager, OCI compute)
• Experience with EBS OTC integrations: EDI, payment gateways, third-party shipping systems, tax engines (Vertex, Avalara)
• Knowledge of ASC 606 / IFRS 15 revenue recognition and how it maps to Oracle Revenue Management
• SLA governance experience: defining, measuring, and reporting on managed services KPIs
• Experience with EBS R12 upgrade or migration projects (R11i to R12, or EBS to Fusion Cloud)
• Familiarity with ITIL processes: incident management, problem management, change management

Nice-to-Have

• Oracle Cloud Financials or SCM awareness (for potential future Fusion Cloud migration support)
• Experience with Kofax/Tungsten for AP automation or HighRadius for AR automation alongside EBS
• PMP, ITIL, or Oracle certification
• Experience working in a Big 4 or large consulting firm engagement model

What Success Looks Like

First 30 Days:

• Complete knowledge transfer on the client's EBS OTC environment: modules in scope, customizations, integrations, known issues, and open incidents
• Establish working relationships with key client stakeholders in Revenue, Order Management, and Finance
• Assess current SLA performance, ticket backlog, and team capabilities

First 90 Days:

• Deliver first Monthly Business Review with clear SLA metrics, issue trends, and improvement recommendations
• Identify and begin resolving top 3 recurring OTC issues through root cause elimination
• Establish runbook documentation standards and begin cross-training the team
• Provide initial assessment of OTC customizations, integrations, and reporting landscape

First 6 Months:

• Measurable reduction in repeat incidents (target: 30%+ reduction)
• SLA compliance at or above 95% across all severity categories
• Client leadership views you as a trusted advisor, not just a support resource
• Team is cross-trained with no single points of failure on critical OTC processes
• OTC reporting and dashboards maintained and enhanced to support client business requirements