Technical Analyst 3Support, Oracle EBusiness Suite, Mfg/SCM Applications

Job Description

*As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.As a Sr. Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with minimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.Job duties are varied and complex utilizing independent judgment. May have project lead role. 4 years experience with Core products or five years experience with Applications products and have a technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle), *PRODUCT:

• Oracle E-Business Suite - Manufacturing/Supply Chain Applications.

OVERVIEW:

• Assist Oracle customers in solving functional and technical problems related to the product.
• As a Senior Support Engineer, you will be the technical interface to customers, for resolution of problems related to the installation, integration, maintenance, and use of the product.
• Have an understanding of all Oracle products in their competencies and in-depth knowledge of several products and/or platforms.
• You should complete assigned duties with minimal direction from management. Job duties are varied and complex which require independent judgment. You will routinely act independently while researching and developing solutions to customer issues.

RESPONSIBILITIES:

• Manage and resolve Service Requests logged by customers (internal and external) on Oracle products, and contribute to Proactive Support activities ccording to product support strategy and model.
• Own and resolve problems, and set and manage customer expectations throughout the Service Request lifecycle in accordance with global standards.
• Service Request resolution in a collaborative environment with the customer.
• Maintain product expertise in assigned area.
• Act as a technical resource to peers as needed to help resolve customer problems for your area of expertise.
• Work towards, adopt and contribute to new processes and tools (web conferencing, diagnostic methodology, health checks, scripting tools, automation etc.)
• Contribute to Knowledge Management content creation and maintenance.
• Maintain an up-to-date and in-depth knowledge of new products released for the given product area.
• Participate in Root Cause/Corrective Action activities defined within the product area in order to further enhance the customer experience and improve the Oracle products.
• Work with Oracle Development on product improvement programs (testing, BETA programs etc).
• Operate within Oracle business processes and procedures.
• Respond and resolve customer issues within Key Performance Indicator targets
• Ensure the timely completion of planned proactive tasks and Service Requests.
• Operate in line with Bug Diagnosis and Escalation / Development Bug Guidelines in resolution of Bug-related Service Requests
• Be ready to work in shifts and occasionally serving 24x7 on-call .

QUALIFICATIONS:

• Technical Degree - Essential: BE/BTech (Computer Science preferred, or any Engineering), or MSc (Maths, or Physics, or Chemistry, or Computer Science, or Electronics). Preferred: MBA (Operations/Systems).
• Experience - Technical:
  • More than 5 years experience with Business Information Technology
  • Hands-on experience with Oracle and non-Oracle products and technologies (e.g. Database Technologies, Application Development Tools, Operating Systems, Deployment of Applications on Cloud, Integration technologlies like SOA, Programming Languages, and ERP Application Systems).
  • Ability to read and debug SQL, PL/SQL, Java.
• Experience - Functional (ERP Applications):
  • Knowledge of ERP Applications and business processes.
  • Preferred: ERP Consulting / Maintenance / Support experience.
  • Preferred: Oracle E-Business Suite hands-on experience.
• Professional / Soft Skills:
  • Problem solving and analytical skills.
  • Works independently (does not require daily guidance and instructions)
  • Resourceful (knows when stuck, seeks/offers help without hesitation/asking).
  • Effective communication (verbal and written).
  • Customer focus and service orientation (be the face of the organization to the customers, identify key stakeholders, and address their needs precisely, in spite of time pressure and escalations).
  • Learning orientation (learn/teach something every day, vs. wait for formal trainings).
  • Enjoys knowledge-intensive environment (vs. task execution environment).
  • Enjoys symbiotic interdependence environment (vs. individual hero), i.e. put off fires (silently, routinely, proactively, collaboratively), rather than win battels (heroically).
  • Focus on Quality, Closing the Loop, and Prevention/Continuous Improvement Orientation.

Keyskills :
sql java troubleshooting sqlserver erpconsulting taskexecution productsupport computerscience contentcreation operatingsystems developmenttools oracledevelopment racleebusinesssuite