Oracle Micros - Symphony Lead - Hospitality

The Oracle Micros/Symphony Support Lead will be responsible for managing end-to-end support, maintenance, and enhancement of the Oracle Hospitality (MICROS/Symphony POS) ecosystem. This role involves working with the team, ensuring system availability, coordinating with business stakeholders, and driving operational excellence across the client Hospitality environments.

You will contribute to the role by:

• Provide L2/L3 production support for Oracle Micros/Symphony POS systems across hospitality locations 

• Act as the primary point of contact for all POS-related incidents, escalations, and service requests 

• Lead and manage offshore support teams, ensuring adherence to SLA/KPI commitments 

• Drive incident management, root cause analysis (RCA), and problem resolution 

• Coordinate with Oracle, third-party vendors, and internal application teams for issue resolution 

• Oversee POS configuration, menu changes, pricing updates, and device integrations 

• Ensure smooth execution of releases, patches, and upgrades in coordination with business and IT 

• Monitor system health, proactively identify risks, and implement preventive measures 

• Support new store rollouts, POS installations, and environment setup 

• Prepare status reports, dashboards, and stakeholder communication 

• Ensure compliance with security, audit, and operational standards

1. 8+ years of IT experience with strong expertise in Oracle Hospitality Micros / Symphony POS 

2. Hands-on experience in POS configuration, deployment, and troubleshooting 

3. Strong knowledge of: 

   1. Oracle Micros Symphony/RES

   2. POS integrations (payment gateways, inventory, ERP systems)

   3. Database concepts (Oracle/SQL)

4. Experience in production support / ITIL processes (Incident, Problem, Change Management) 

5. Proven experience in team leadership and stakeholder management 

6. Ability to handle high-pressure production environments and critical incidents 

7. Good understanding of hospitality/retail business processes 

8. Strong communication and coordination skills

9. Preferred skills

   1. ITIL Certification 

   2. Experience in cloud-hosted Oracle POS environments 

   3. Exposure to monitoring tools and automation initiatives