Oracle MICROS Simphony

ABOUT THE ROLE
Coromandel is recruiting on behalf of a boutique retail consulting firm for an experienced L3 Support
Engineer to provide advanced technical support for an Oracle MICROS Simphony Point-of-Sale
(POS) environment.
This is a high-impact role responsible for resolving the most complex technical incidents, performing
deep root cause analysis, and ensuring the stability and performance of hospitality payment systems
across multiple venues. You will act as the final technical escalation point before engaging Oracle
vendor engineering teams, and will play a key role in system configuration, release validation, and
service improvement.

KEY RESPONSIBILITIES
Advanced Incident Resolution
• Provide Level 3 support for Oracle MICROS / Simphony POS, resolving critical and complex
issues that cannot be resolved by L1/L2 teams
Payment System Troubleshooting
• Diagnose and resolve issues related to payment processing — terminal connectivity,
transaction failures, settlement/reconciliation problems, and POS-to-terminal handoff errors
Root Cause Analysis
• Perform in-depth root cause analysis on recurring incidents and system defects,
recommending and implementing permanent fixes to improve system reliability
Configuration & Deployment
• Support configuration updates, patching validation, and controlled deployment activities across
POS environments
Stakeholder Coordination
• Act as primary technical point of contact, coordinating with venue operations, finance teams,
and service staff during live incidents to minimise business disruption
Vendor Escalation
• Escalate confirmed product defects and unresolved issues to Oracle (MICROS) and other
vendors, managing each issue through to resolution
Documentation & Knowledge Management
• Maintain detailed support documentation, Standard Operating Procedures (SOPs), and
knowledge base articles to enable L1/L2 teams
Testing & Release Support
• Participate in testing of new software releases, payment flows, and hardware upgrades to
ensure stability before production deployment
On-Call Support
• Provide after-hours or on-call support for critical business incidents as required

REQUIRED SKILLS & EXPERIENCE
Core Expertise
• Proven hands-on experience supporting Oracle MICROS / Simphony POS in hospitality, retail,
or similar high-availability environments
Payment Systems
• Strong experience with integrated payment systems — ideally Adyen, or similar providers
including Worldpay and Fiserv — including knowledge of the full transaction lifecycle and
reconciliation
Technical Ecosystems
• Hands-on troubleshooting of POS and payment ecosystems including:
• Payment terminal connectivity
• POS-to-payment interface issues (e.g. Oracle Payment Interface — OPI)
• Store-level hardware and peripherals
Analytical Skills
• Ability to analyse system logs, transaction traces, and performance data to identify and resolve
complex issues
IT Service Management
• Familiarity with ITSM tools (e.g. ServiceNow, Jira) and experience working within SLA-driven
incident management processes
Communication
• Excellent stakeholder communication skills, with the ability to translate complex technical
issues clearly for non-technical business users

PREFERRED QUALIFICATIONS
• Database experience — Oracle, MySQL, or SQL Server — with ability to write and read
complex SQL queries for data investigation
• Familiarity with other Oracle Hospitality applications: RES 3700, Reporting & Analytics (R&A),
Opera PMS, or Materials Control
• Oracle MICROS Simphony certification is a strong plus
• Bachelor''''s degree in Computer Science, Information Systems, or a related field

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