Sr. Support Engineer, EBS

About Rimini Street, Inc.

Rimini Street, Inc. (Nasdaq: RMNI), a Russell 2000® Company, is a global provider of end-to-end enterprise software support, management and innovation solutions and the leading third-party support provider for Oracle, SAP and VMware software. Our comprehensive portfolio of unified solutions help run, manage, support, customize, configure, connect, protect, monitor, and optimize enterprise application, database and technology software, enabling our clients to achieve better business outcomes, significantly reduce costs and reallocate resources towards strategic projects. The Company has signed thousands of contracts with Fortune Global 100, Fortune 500, midmarket, public sector and government organizations who selected Rimini Street as their trusted, proven mission-critical enterprise software solutions provider and achieved better operational outcomes, realized billions of US dollars in savings and funded AI and other innovation investments.

To learn more, please visit www.riministreet.com, and connect with Rimini Street on X, Facebook, Instagram, and LinkedIn.

We are actively seeking a Sr. Support Engineer, EBS. This role is based in Malaysia.

Job Overview:

We are seeking a highly skilled and experienced Oracle ASAP (Automated Service Activation Platform) Specialist for Level 4 (L4) Support. The candidate will be responsible for providing advanced technical and functional support across the ASAP platform, ensuring optimal performance, seamless service activation, and resolution of complex issues. This role demands deep expertise in ASAP modules, strong troubleshooting capabilities, and a proactive approach to system health and upgrade support.

Key Responsibilities:

1. Level 4 Support:

• Provide advanced diagnostics and resolution for critical and complex issues across ASAP modules including Service Order Management, Automated Provisioning, Service Fulfillment Workflows, and Network Resource Management.
• Address escalated issues from lower support tiers, ensuring minimal business disruption and service activation delays.
• Deliver fixes for both standard Oracle-delivered code and Client-Made Customized Code.
• Collaborate with internal engineering teams and third-party vendors to resolve high-priority incidents affecting service activation.

2. System Configuration and Customization:

• Support installation and configuration of ASAP components including Activation Engine, Provisioning Adapters, Workflow Designer, and Service Order Gateway.
• Advise on execution of installation scripts and configuration of Oracle application infrastructure and database layers.
• Assist in implementing new activation workflows, business rules, and patches, ensuring compatibility and stability.

3. Integration and Data Management:

• Ensure interoperability between ASAP modules and enterprise systems including BSS/OSS, CRM systems, Order and Service Management, Unified Inventory Management, BRM & other billing platforms, and downstream network elements.
• Support integration with third-party provisioning systems, network management platforms, and cloud environments.
• Manage data consistency across modules such as Service Catalog, Order Orchestration, Network Inventory, and Activation Status repositories.

4. Performance Monitoring and Optimization:

• Conduct performance tuning of activation workflows and provisioning processes using proprietary and commercial monitoring tools.
• Recommend configuration, workflow optimization, and deployment architecture adjustments to enhance system throughput and reduce activation times.
• Perform regular health checks, end-to-end testing, and regression testing prior to production rollout.

5. Patching and Upgrades:

• Provide upgrade process support for ASAP platform releases and maintenance packs.
• Assist in planning and executing upgrades, including patch dependencies, release documentation, backward compatibility assessment, and rollback strategies.
• Ensure fixes and updates are thoroughly tested and validated in staging environments before deployment to production.

Skills & Qualifications:

1. Technical Skills:

• Expert-level knowledge of Oracle ASAP (Automated Service Activation Platform) architecture, components, and activation workflows.
• Proficiency in service activation automation, order orchestration engines, and provisioning adapter frameworks.
• Strong understanding of Oracle RDBMS, middleware platforms (e.g., WebLogic, Oracle Fusion Middleware), and integration technologies.
• Experience with debugging and resolving issues in customized ASAP activation workflows and provisioning adapters.
• Familiarity with telecommunications service models, network provisioning protocols, and API integration patterns.

2. Experience:

• Minimum of 10+ years in Oracle ASAP support, with at least 3-5 years in L4 roles.
• Proven track record in handling critical service activation failures, system upgrades, and performance optimization.
• Experience supporting large-scale ASAP deployments across telecommunications and service provider environments.
• Hands-on experience with automated service fulfillment, workflow customization, and provisioning automation.

3. Soft Skills:

• Strong analytical and problem-solving abilities with expertise in root cause analysis for activation failures.
• Excellent communication and documentation skills for creating technical solutions and knowledge base articles.
• Ability to work independently and collaboratively in cross-functional teams under pressure during critical outages.
• High attention to detail and commitment to service excellence, SLA adherence, and continuous improvement.

Preferred Qualifications:

• Experience with Oracle Communications product suite and service activation frameworks.
• Knowledge of ITIL frameworks, incident/problem/change management best practices.
• Exposure to DevOps practices, CI/CD pipelines, and automation scripting (Shell, Python, etc.).
• Understanding of telecommunications domain including service types, network elements, and activation dependencies.
• Certifications in Oracle technologies, telecommunications, or ITIL.

Work Location: Malaysia.

Why Rimini Street?

We are looking for talented, passionate people to help us build our future at Rimini Street. We hire only the best, the most extraordinary professionals and provide compensation, bonuses, and benefits to match the skills of our top-performing team members. Do you thrive in a fast-paced environment, enjoy growing together, and get excited about learning new skills? Are you looking for an opportunity to make a true impact as part of a team of extraordinary professionals? This is the place for you.

Our work is challenging and meaningful. We start and end each day with a sense of achievement and purpose guided by our core values, the Four Cs: 

• Company
  • We dream big and innovate boldly.  

• Colleagues
  • We work with extraordinary people who create a culture of mutual respect and collaboration. 

• Clients
  • We relentlessly pursue solutions that help clients achieve their goals. Our unmatched client care is rooted in our passion for exceptional service. 

• Community 
  • We believe in leaving the world a better place than we found it. With the Rimini Street Foundation, we’ve made positive impacts in six continents for over 425 charities.

Accelerating Company Growth

• Nasdaq-listed under ticker symbol RMNI since October 2017 
• Over 5,900+ signed contracts to date, including Fortune 500 and Global 100 companies
• Over 2,000 team members in 23 countries
• US and international recognition for industry leadership and philanthropic efforts. See all of our awards and recognitions here: https://www.riministreet.com/company/awards/ 

Rimini Street is committed to creating a diverse and inclusive environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability, protected veteran status, or any other characteristic protected by law. 

To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com 

Please Note: Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources.  Unsolicited resumes will be ineligible for referral fees.